Service Design - Sr Service Designer

Golden 1 Talent Acquisition Team•Sacramento, CA

About The Position

The Senior Service Designer is responsible for the design and continuous improvement of member experiences across the credit union’s products and service delivery channels. This cultural change agent will support the maturity of a centralized Service Design practice while propagating human-centered design methodologies throughout the credit union. This is an individual contributor role focused on partnering with cross functional teams to uncover key drivers of member friction through a variety of research methods. They will plan, coordinate, and lead primary and secondary research leading to the creation of actionable insights and recommendations aimed at delivering seamless, market-leading experiences across digital and other channels. Working closely with process engineering, UX/UI, digital product management, digitalization, member experience, marketing, IT, operations and other teams and stakeholders, they will develop tested solutions to ensure seamless and consistent service experiences are delivered across all digital (and other, as relevant) touchpoints. Strategic and general direction is received from the Director, Service Design.

Requirements

Bachelor's degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction or similar.
5+ years of experience in Service Design, Design Thinking or relevant fields.
Proven track record of designing seamless product and service experiences that have been successfully implemented.
3+ years of project leadership.
2+ years of people mentorship experience with passion for developing designer's skillsets.
Experience working cross functionally with other Research and Design teams (e.g., Marketing, Digital).
Experience scoping, planning, and executing research activities (interviews, focus groups, usability testing, etc.) and synthesizing feedback into actionable insights.
Experience scoping, planning, and facilitating cross-functional Design Thinking workshops resulting in new product and service experiences.
Experience prioritizing Design workshop output with cross-functional teams.
Experienced in partnering with cross functional leadership on the activation of workshop output.
Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps to communicate ideas and designs.
A strong portfolio of Service Design project work.
Financial Services experience required.
Strong knowledge of Design and prototyping tools such as Adobe, Sketch, InVision, Figma and other similar tools used widely in the Design community.
Demonstrated knowledge of process improvement and change management principles, methodologies, and tools.
A passion for simplifying complex problems into easily understandable visuals.
In-depth knowledge of Service Design methods, including journey maps, service blueprints, jobs-to-be-done, stakeholder maps, and more.
Ability to quickly identify and execute Research and Design approaches appropriate to the scope of a given engagement.
Ability to synthesize research into actionable insights that can persuade diverse internal partners of their relevance and importance.
Strong communication skills, with a confirmed ability to influence and build consensus across a broad range of backgrounds, leadership levels and personalities.
Ability to inspire decision-makers of all levels of the organization.
Natural desire to establish strong working relationships with colleagues across the organization.
Self-directed and motivated, able to work independently or as part of a team.
Ability to seamlessly handle responsibilities for multiple projects with different deadlines.

Nice To Haves

Service Design certification from an accredited institution (e.g. IDEO).

Responsibilities

Establish Research and Design principals, standards and best practices for the Credit Union and business partners.
Support the development and implementation of service design strategies aligned with business objectives and member needs.
Develop and maintain a centralized member research repository.
Utilize design thinking methodologies to create comprehensive member journey maps, identifying key touchpoints and opportunities for improvement.
Develop service blueprints to visualize service processes, interactions, and backend operations, ensuring seamless service experience delivery.
Collaborate with product, channel, and operations leaders to prioritize Design activities.
Closely collaborate with UX/UI, digital product management, digitalization, process engineering, member experience, IT, operations and other relevant teams and stakeholder to design and deliver frontend experiences and backend processes/workflows congruent with achieving the Credit Union’s strategic and operational goals. Use prototyping and other testing techniques to examine, evaluate and iterate upon ideas.
Discover and translate underserved and unmet member needs into feasible, desirable, and innovative design concepts while seeking input from key stakeholders throughout the process.
Articulate tangible business outcomes resulting from Design recommendations.
Visualize complex service ecosystems and translate Design processes to diverse stakeholder groups.
Effectively and persuasively convey ideas, insights and recommendations in team discussions, stakeholder presentations, documents, etc.
Partner with change management to ensure successful implementation of service design improvements across the organization.
Support the creation and continuous refinement of various Financial Wellbeing initiatives.
Educate and influence Design Thinking across the organization.
Act as a mentor and coach to other Service Designers as the team expands.