UX/UI Service Designer Researcher

Job Summary style="font-family-monospace: SFMono-Regular,Menlo,Monaco,Consolas,'Liberation Mono','Courier New',monospace; font-size: 16px;" style="font-family-monospace: SFMono-Regular,Menlo,Monaco,Consolas,'Liberation Mono','Courier New',monospace; font-size: 16px;" CEI's Client is seeking a senior or lead level service designer / service design researcher to work closely with the service design, product and business teams to unite our employee-facing and customer-facing products and services into continuous, thoughtful, and focused customer journeys. This person is a strategic partner to the Service Design Manager and will work collaboratively to research and build service blueprints and other service design artifacts in support of a large electric utility.

• Conduct qualitative research with customers, employees, stakeholders, subject matter experts and other end users to understand how services work today and identify opportunities for future service experiences.
• Understand problem spaces and the service opportunities within them and develop strategies to own the work of the service design team and drive innovation with thought and purpose.
• Initiate, design and iterate on service design artifacts and related deliverables including service blueprints, user journey maps and user interaction flows.
• Support the research team in their development of research plans to uncover new opportunities to continually enhance and optimize concepts and services.
• Seek out opportunities to continually satisfy and delight the people who depend on our customer and employee-focused tools.
• Work with the service design team to be the glue connecting the front stage and backstage of our employee and customer services.
• Help to inspire, motivate, and guide the members of the design and product organizations.
• Mentor emerging design talent in understanding the right balance between business, design and end-user needs.
• Care deeply about fostering an environment where people of all backgrounds and experiences can flourish.

• Degree in HCI, Human Factors, Design, Design Management or related field and 3-5+ years of direct work experience in a relevant role.
• Experience creating user journey maps, service blueprints, user flows and other various tools to communicate service design decisions.
• Able to clearly articulate abstract and / or complex ideas and concepts.
• Comfortable working in new and unknown problem spaces and pushing past initial ideas to discover new areas of interest.
• Experience with project and stakeholder management.
• Ability to set realistic benchmarks and goals and manage the work it takes to achieve them.