Service Designer

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About Us:

The Citizen Project is a forward-thinking, user-centered organization dedicated to delivering exceptional products and services. We are on a mission to improve the customer experience by designing and optimizing end-to-end services that are intuitive, seamless, and impactful. We’re looking for a talented and driven Service Designer to join our dynamic team to help us shape the future of our services and create meaningful experiences for our users.

As a Service Designer at The Citizen Project, you will play a crucial role in designing services that are innovative, user-centric, and deliver high value to our customers. You’ll work closely with cross-functional teams, including product managers, UX designers, engineers, and stakeholders, to analyze, plan, and create service experiences that bridge the gap between customer needs and business objectives.

You will use your design thinking skills and expertise in service design methodologies to map customer journeys, identify pain points, and create actionable blueprints for service improvements and innovations. Your work will have a direct impact on the efficiency, satisfaction, and loyalty of our users.

• Service Design Strategy: Lead and execute service design initiatives from ideation to implementation, ensuring that every service is user-centered, scalable, and aligned with business goals.

• User-Centered Research: Conduct user research (e.g., interviews, surveys, ethnographic studies) to uncover customer pain points, needs, and behaviors. Synthesize findings to inform service design decisions.

• Journey Mapping & Process Optimization: Develop detailed customer journey maps, service blueprints, and touchpoint analyses to identify opportunities for service innovation and process improvement.

• Collaboration & Stakeholder Engagement: Work closely with product managers, designers, developers, and other stakeholders to ensure alignment between business objectives and user needs. Facilitate co-creation workshops to gather input and drive consensus.

• Prototyping & Testing: Create prototypes, service scenarios, and other tangible outputs to test new service concepts. Gather feedback and iterate designs based on insights and user testing.

• Continuous Improvement: Identify and track key performance indicators (KPIs) related to service performance. Monitor service outcomes and recommend enhancements based on data and user feedback.

• Documentation & Communication: Produce clear documentation, reports, and presentations to communicate design concepts, research findings, and project progress to both internal teams and external stakeholders.

• Mentorship: Provide guidance and mentorship to junior design team members and contribute to building a collaborative and innovative design culture.

• Experience: 3+ years of experience in service design, user experience (UX) design, or related fields. Experience in industries like [relevant industry] is a plus.

• Education: Bachelor’s or Master’s degree in Design, HCI (Human-Computer Interaction), Psychology, or a related field, or equivalent practical experience.

• Design Tools & Methodologies: Proficiency in service design tools (e.g., Miro, Sketch, Figma, Adobe Suite) and methodologies such as design thinking, systems thinking, and agile.

• User Research Expertise: Strong experience in conducting qualitative and quantitative user research, including ethnographic studies, user interviews, surveys, and usability testing.

• Problem-Solving Skills: Ability to approach complex service challenges with creativity and strategic thinking, developing solutions that are both feasible and desirable for users.

• Communication Skills: Strong verbal and written communication skills, with the ability to explain complex concepts to non-design stakeholders and facilitate cross-functional workshops.

• Collaboration & Teamwork: Demonstrated ability to work effectively with cross-functional teams and handle multiple projects simultaneously in a fast-paced environment.

• Advanced Tools Knowledge: Familiarity with additional design tools and prototyping software such as Axure, InVision, or Adobe XD.

• Industry-Specific Knowledge: Previous experience in [specific industry] is highly desirable (e.g., healthcare, finance, retail, etc.).

• Agile Environment: Experience working in an agile development environment and collaborating with product teams to integrate service design into product development cycles.