Service Designer – Employee Experience
| Company | Meta |
|---|---|
| Location | Seattle, WA, USA, Austin, TX, USA, Menlo Park, CA, USA, New York, NY, USA |
| Salary | $151000 – $208000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in a directly related field, or equivalent practical experience
- Degree in Human Computer Interactions, Design, Psychology, Computer Sciences or related disciplines
- Proven expertise in Design Thinking / Human-Centered Design
- 5+ years in Strategy & Operations, Design Consultancy or equivalent Service Design experience
- Academic and applied proven knowledge in one of the following areas: Research, User Experience, Interface Design, Prototyping, Business Design
- Hands-on experience of designing for a variety of digital touch-points and non-digital channels
- Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
- Knowledge for Customer Experience Design and its centrality to the future success of large organizations
- Project and people management skills. Experience functioning as a project leader as well as an individual contributor
- Experience organizing data into clear service design blueprints and communicate ideas and designs to broad groups of stakeholders
- Knowledge in UI and UI best practices
- Proficiency with design and prototyping tools such as Figma, Adobe Indesign, Framer, Webflow or other similar tools used widely in the design community
- Proficiency with collaboration and visual thinking tools such as Mural, Miro, LucidSpark, FigJam
- Team player who has experience working within a self-directed principle and navigate ambiguity
- Demonstrate communication, analytical and interpersonal skills (e.g. driving and supporting roadshows, leadership demos, legal assessments/risks documentation, privacy reviews, etc.)
Responsibilities
- Create Service Design project plans, lead cross functional teams in design sprints using human-centered and design thinking methodologies
- Use service design tools to build a comprehensive view of the current state of employee experience in different journeys as well as the aspirational state
- Identify opportunities to improve employee experience across different touch-points and articulate the dependencies and complexities across these touch-points
- Perform user/customer research in partnership with our Research and People Insights teams
- Produce service design blueprints, journey maps, experience concepts and prototypes, empathy maps, and value proposition proposals, for the creation and evolution of products and services
- Conduct user acceptance testing to identify and raise engineering bugs, as well as develop clear and concise product requirements to inform design briefs and decisions
- Design and develop conversational interfaces / flows using natural language processing (NLP) and machine learning (ML) to enhance employee support and self-service capabilities
- Plan and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem
- Prototype services in order to validate ideas and iterate on them
- Turn insights and identify opportunities or spaces into differentiating service experiences
- Map user journeys and help partners define their processes to enable new service experience
- Educate audiences to the art of leveraging AI solutions (e.g. automations, AI workflows, AI agents) and identify specific applications to implement (e.g. voice, memory, orchestration, etc.)
- Identify best practices for AI no-code tools and prompt engineering to improve project work or proposed solutions efficiency
- Gain understanding of important issues, challenges, and opportunities for our cross functional partners within HR
- Participate in the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders
- Establish relationships and liaise with key stakeholders throughout the project life-cycle and able to communicate and envision service concepts to team members, stakeholders, and management by using diverse set of methods & tools that illustrate all the components and touch-points of the current and future service
Preferred Qualifications
- Experience crafting a project vision, execution strategy and client relationship
- Experience with concepting, ideation, and iterative prototyping
- Experience building and maintaining working relationships with colleagues, clients, and key stakeholders