Senior Service Designer

As a Senior Service Designer at SILMC, your responsibilities include defining and overseeing end-to-end customer journeys, developing service blueprints, facilitating co-creation workshops, and conducting user research. You'll collaborate across various teams to ensure that user experience aligns with backend processes, and you'll lead in standardizing customer journey templates to create a comprehensive designer playbook.

To qualify for the Senior Service Designer position at SILMC, candidates should have over 3 years of experience in Service Design or a similar role. A background in strategic design, business design, or industrial/service design is essential. Proficiency in tools like MIRO and Figma, strong research skills, and excellent communication abilities are also key requirements.

SILMC encourages the continuous growth of Senior Service Designers by promoting collaboration among cross-functional teams, fostering an environment for creative experimentation, and implementing regular workshops for knowledge sharing. Moreover, your role will help position service design as a vital discipline, enhancing personal and professional development within the organization.

For the Senior Service Designer role at SILMC, proficiency in MIRO for facilitation and stakeholder collaboration is essential, as is familiarity with design systems in Figma. Additionally, strong research skills with experience in at least three methodologies are important for conducting user research and applying insights effectively.

Yes, the Senior Service Designer position at SILMC is a remote role; however, candidates must be based in Mexico. This flexibility allows you to collaborate effectively with global teams while contributing to meaningful user experience enhancements.

When mapping customer journeys, I start by identifying the key touchpoints from both the user and service perspective. I then employ user research to understand pain points and opportunities. Collaborating with relevant teams helps align these touchpoints with service blueprints, ensuring that we create a cohesive and seamless experience for users.

I prioritize pain points by evaluating their impact on user experience and business outcomes. Utilizing quantitative and qualitative data from user research helps me identify which issues are most urgent and worth addressing. Engaging stakeholders in workshops also aids in aligning priorities with broader business objectives.

I once facilitated a co-creation workshop aimed at redesigning a customer onboarding experience. I used MIRO to visually guide participants through brainstorming sessions. The collaborative environment allowed for diverse ideas to emerge, leading us to a prototype that significantly improved the onboarding process according to user feedback.

To ensure consistency, I utilize established design systems in Figma as guidelines for creating user experiences. Regularly updating and standardizing customer journey templates allows all teams to align our output with the overall brand and service philosophy, ensuring a harmonious user experience across products.

I find that a mixed-methods approach is most effective, combining qualitative interviews for deep insights with quantitative surveys for broader trends. This dual approach allows me to capture a wide range of data, ensuring that user needs inform the service design process effectively.

I contribute by advocating for the importance of service design at all organizational levels. This includes showcasing the value of user-centered design through successful projects, offering workshops to enhance team understanding, and developing comprehensive resources to guide teams in integrating service design principles into their workflows.

During a project, user research revealed unexpected pain points that required immediate attention. I quickly adapted our strategy by conducting additional workshops, redefining user journey stages to incorporate these insights. This agility helped refine our focus and resulted in a more successful service enhancement.

I prefer using MIRO for its flexibility and collaborative features; it allows team members to easily contribute and visualize our service blueprints together. Combining that with Figma for high-fidelity designs ensures that our conceptual frameworks are well-integrated with visual elements.

I utilize interactive workshops as my primary technique for facilitating stakeholder engagement. By incorporating exercises that encourage dialogue and brainstorming, I ensure that all voices are heard, fostering a sense of ownership and commitment to the resulting service design strategies.

Service design is crucial as it directly influences customer satisfaction and competitive advantage. In an era where user expectations are high, a well-designed service provides a strategic edge by creating positive experiences that foster loyalty, ultimately driving business success and growth.