Principal Product Designer - Service Design

Tickets.com, an MLB company, delivers innovative, cutting-edge technologies to enable frictionless and unforgettable fan experiences in venues across the globe. Together with MLB, Tickets.com is changing the landscape of the live sports and entertainment industry, delivering new digital venue and ticketing experiences to millions of fans. Our Technology team builds platforms and products that provide a new smart ticketing solution and venue experience. Using cutting-edge technology, our platform and applications are consumed by fans, stadiums, and MLB teams.We are assembling a world-class team to build on these experiences and to scale platforms and products that anticipate emerging opportunities, including dynamic pricing and offers and digital, contactless ticketing. Our mission is to provide premium, innovative live experiences for our clients and their patrons.Tickets.com is looking for a Principal Product Designer passionate about building engaging products for our fans.The Opportunity: We’re looking for a service design expert to help bring to life the vision for our Ballpark Experience and Ticketing initiatives: creating “magic” at signature moments in the fan’s ballpark journey by merging physical and digital worlds built on an interoperable MLB marketplace ecosystem.This role will help connect all touch points of the fan’s journey, from couch to seat, and merge digital and physical experiences at the ballpark and beyond by understanding all the interactions fans have with baseball and surfacing problem areas and opportunities throughout. As an MLB service designer, you’ll be a hands-on design expert, taking concepts forward from early ideation and incubation through the development process working hand-in-hand with Product Managers, Engineers and Product Designers.Essential Job Functions:• Work closely with Product Management, Engineering and leadership to bring together research, design, business, and technology to shape the fan experience of the future.• Collaborate with product owners and leaders to help shape product strategy and the development roadmap.• Conduct research to understand user needs, pain points, and behaviors through UXR methods such as interviews, surveys, and at scale testing.• Map out existing service journeys and identify areas for improvement.• Design and own the service design deliverables within a project, such as service concepts, fan journey map, experience blueprints, prototypes, and other service design artifacts.• Plan and execute co-creation workshops with stakeholders in order to propose the most viable solution for a given problem.• Monitor and evaluate the performance of service initiatives, iterating on designs based on feedback and data.• You are a systems thinker – looking at the world as a set of the ways things work, people and tools in them, and their interactions.• You are a natural at zooming out to see the big picture, then diving in to nail the important details. You get a lot of pleasure in seeing projects through to delivery.• You can visualize, articulate, and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence.• You understand users and can identify who they are and what their needs are and propose design approaches or services to meet these needs.• You use a diverse set of methods & tools that illustrate and communicate all the components and touch-points of the service for stakeholder alignment.• You have demonstrated experience working hand and glove with product and engineering teams to ensure services come to life in elegant and fan-friendly ways.• You have an outcome-focused approach that ensures that your design is having a measurable impact in the real world.• You can manage a varied portfolio of small, medium, and large initiatives at the same time.Requirements:• 10+ years in service or user experience design. Strong portfolio of shipped consumer-facing products & services.• 3+ years of experience in senior individual contributor roles - principal, architect, design roles.• Compelling communicator and storyteller. Ability to demonstrate strong written, verbal, and presentation skills.• Demonstration of a highly collaborative approach with experience with “organizational transformation” practices, such as design thinking workshops and design sprints.• Can balance optimizing for speed, quality, as well as doing future foundational work while iterating on existing products.Please have prepared• Your LinkedIn profile or resume• Link to your portfolioSalary Range is $160-195We offer an Outstanding Benefits Package that includes:• Medical• Dental• Vision• STD & LTD• 401K Retirement Plan• Basic Life & AD&D• Supplemental Life Insurance• Paid Time Off (PTO, STO, Holidays including Year-End Holiday Break)• HSA & FSA• Pet Insurance• Tuition Reimbursement• Flexible Hybrid Work Environment• MLB TicketsTickets.com is an Equal Opportunity Employer. Please click here to view our CCPA.