Independently develops and initiates the process/approach to understand and define complex problems
Develops and implements solutions to tackle the problem
Conducts high level scoping and framing activities of potential future work
May oversee team execution
Engages deeply with executives and senior leaders to understand their goals and challenges
Influences decision-making at all levels of the organization
Develops, completes and presents engagement reports to senior management
Translates insights into pragmatic, actionable recommendations
May coach more junior design team members or peers with developing discipline expertise

Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar
Minimum of 5 years relevant experience or in lieu of a degree, a combined minimum of 9 years education and/or relevant work/service design experience
Proven expertise in Design Thinking/Human-Centered Design
Developing expertise in principles and practices of Change Management and Agility
Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs to different groups of stakeholders
Hands-on experience designing for a variety of digital touchpoints and non-digital channels
Project and people management skills; experience functioning as a project leader as well as an individual contributor
Strong ability to mentor and educate others on the value and principles of good experience design
Team player who is comfortable navigating ambiguity within a self-directed culture
Ability to establish strong working relationships with colleagues, clients, and key stakeholders
Extensive experience conducting remote and in-person workshops; strong familiarity with supporting tools such as Miro and Webex
Proficiency in industry best practices for digital and non-digital products and services

Service Design Lead

Key skills