Service Design Senior Specialist

The Service Design Senior Specialist is responsible for the development and implementation of human-centered service experiences. This role integrates Design Thinking principles to solve customer problems, enhance experiences, and design new, customer-centered products and services. The Service Designer adeptly analyzes and synthesizes data from various sources, generating key insights and delivering impactful results, all while adhering to our assets governance.

The candidate excels in the implementation of customer research and design methodologies, working alongside cross-functional teams, interacts with different stakeholders in a project setting and leads the holistic connection of all components defining the experience ecosystem. The Service Designer generates service solutions based on customer co-creation and insights, and utilize assets like Customer Journeys, Customer Personas, and Service Blueprints to create customer-centered solutions.

The Service Designer must set high standards of performance, maintain effectiveness during major changes, have ability to prioritize work, establish plans of execution, while setting the tone to incorporate the Design Thinking mindset into the organization. Passion for creating positive impacts for customers is essential.

 

•    Leadership: Lead the development, implementation, integration, and maintenance of standards, frameworks, approaches, assets, and routines of Design Thinking for new and renewed products, services, and experience design.

•    Project Management: Develop comprehensive execution plans for service design projects, setting clear activities, expected outcomes, timelines, and milestones to ensure project success. Establish and manage project plans, prioritize tasks, and translate insights into actionable activities.

•    Performance Standards: Establish clear performance standards for service initiatives, ensuring consistency and quality.

•    Market Research: Implement quantitative and qualitative research methods, execution, synthesis, publishing, and cataloging of research into a repository to deeply understand customer/user behavior, pain points, and desires.

•    Qualitative Research: Conduct in-depth user research to gain empathy and understand customer needs, behaviors, and pain points.

•    Information Analysis: Analyze and synthesize information gathered from multiple sources, providing valuable insights and delivering results and assets to the company following the adequate governance and methodology.

•    Workshops Facilitation: Facilitate design workshops and brainstorming sessions to generate customer-centered service solutions.

•    Stakeholder Guidance: Guide stakeholders through customer journeys, customer personas, service blueprinting, and other Service Design assets, tools, and methodologies to identify service improvements.

•    Asset Management: Develop and maintain up-to-date service design assets.

•    Governance Maintenance: Develop, deliver, and maintain an effective and value-added set of governance, routine, reporting, and project plans for all SD CoE actions, projects, and initiatives.

•    Resource Management: Responsible for managing SD CoE resources, ensuring excellence, quality, and timely delivery of initiatives, and providing effective coaching and development to employees.

•    Collaboration: Collaborate with stakeholders to design consistent, customer-centric services using insights, business expertise, and a comprehensive approach to design and deliver successful services.

 

•    Educational Background: Bachelor's degree in business administration, Marketing, Management Information Systems (MIS), Research Methodology, Industrial Design, etc.

•    Design Thinking: Proven experience in applying design thinking principles to service design projects within a cross-functional team environment.

•    Performance Standards: Demonstrated ability to set and maintain performance standards across service design projects, aligning efforts with organizational goals.

•    Project Management: Strong track record in project management, including developing and executing plans that prioritize tasks for timely project completion.

•    Research: Proficiency in facilitating user empathy-based customer research, service prototyping, and usability testing.

•    Data Utilization: Expertise in interpreting, investigating, and utilizing quantitative and qualitative customer and operational data to drive customer-centered service solutions.

•    Service Design: Proven ability in creating, delivering, and using journey mapping, service blueprinting, persona development, empathy mapping, and identifying customer pain-gain points.

•    Team Leadership: Experience leading multifunctional and/or multicultural teams or individuals without formal authority.

•    VoC Standards: Familiarity with Voice of the Customer (VoC) performance measurements and standards.

•    Agile Design: Comfort with designing within an agile product/service design lifecycle.

GM Financial is an Equal Opportunity Employer. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.

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