• Service Design Senior Specialist

    Job Locations US-MI-Detroit
    Requisition ID
    Employee Type
    Full Time-Regular
    Customer Experience / Customer Service
  • Overview

    The Service Design Senior Specialist is responsible for designing and implementing the framework and tools that drive the integration among the different areas of the business that collaborate to drive a customer-focused and experience-driven culture.  This position is key to the consolidation and alignment of the vision of the customer Journey Maps, service design principles set by the company to deliver better customer experiences, in addition to setting the guidelines to become a customer-centric company, bringing all stakeholders for service co-creation, leading the visualization of the sequence of interrelated actions and intangible services.


    • Work with interdisciplinary teams that include customers, employees, management and other stakeholders involved in service design and service provisioning to document and share understanding of current and potential customers to drive service design
    • Define practices to identify customer needs, motivations, expectations, the service provider's processes and constraints
    • Create and maintain graphical representations of the Customer Journey Maps and provide shared structure to intangible services
    • Drive service design testing, including visual conceptualization to share with stakeholders and customers for feedback for continuous refinements
    • Set the tone for the customer experience delivery and manage holistic connection of all components that take part through identified intangible elements Generate and develop service solutions based on the identified problems and in-depth insights based on an iterative service design process
    • Connect with the Customer Experience team to guarantee consistent service concept formulation, understanding, measurement and delivery
    • Define and lead the implementation of communication strategies for stakeholders, employees, providers and customers
    • Drive the implementation process for new service and renewed service design activities
    • Ensure that there is successful integration into a 'customer centric' way of delivering change, liaising with NA and Process Excellence to ensure comprehensive and coherent strategies are developed through the CX team
    • Maintain strict confidentiality of all information
    • Periodic travel will be required.


    Qualifications & Experience


    Education level:

    • Bachelor’s degree (minimum), desirable Industrial Design
    • Master’s degree (desired)

    Certifications or special training desired

    • Proven experience and exposure to:
      • Design practices (graphic, service, product, interaction, social, ethnography or operational)
      • User experience and customer experience initiatives
      • Project management and change management initiatives



    Skills & Knowledge


    • Experience and exposure to Service Design tools and principles, such as:
    • Visualization tools
      • Stakeholder and Expectation maps
      • Customer Journey Maps and Customer Lifecycle Maps
      • Service Blueprints
      • Ethnography
      • Persona Development
    • Data & analysis
      • Service Safaris
      • Shadowing/mystery shopping
      • Focus groups/contextual interviews
      • Five whys
      • Cultural probes
    • Idea generation & brainstorming techniques
      • Business Model Canvas
      • Design & Methodologies
      • Service prototyping
      • Agile development
      • Co-Creation
    • Experience in the service industry is required leading product and service design initiatives
    • Proven experience managing, leading, mentoring and coordinating multifunctional and/or multicultural teams or individuals
    • Experience and exposure to work with different countries is desired
    • Outstanding oral, written and presentation skills; ability to communicate to individuals and groups effortlessly, including consultative, influencing, conflict management and negotiation skills
    • Outstanding organizational skills, ability to create and maintain work relationships. Demonstrated interpersonal skills in order to effectively communicate with project teams and stakeholders
    • Strong analytic and problem solving skill set
    • Strong change agent and change management skill set
    • Strong training and mentoring capabilities
    • Strong time management skills


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