Senior Service Designer

Design Research

• Using various qualitative and quantitative research methods to identify what is happening today and why, with a focus on surfacing moments that matter, points of friction, gaps, and opportunities, as experienced by both internal and external stakeholders
• Working collaboratively with business partners, service reps, and subject matter experts across business and technology teams to comprehensively document the lifecycle of a client request, from initiation to completion
• Understanding how our service reps use our tools to serve our clients and advisors and identifying opportunities for process improvements and automation
• Collecting and analyzing operational and customer data, including cycle times, requests that are not in good order, and task analyses
• Researching and documenting business rules, applications, data use and risks

Design Strategy

• Seeing a problem through multiple lenses; finding, analyzing, and presenting insights and framing problems in ways that make them easy for others to act on
• Simplifying and contextualizing complex processes and systems with visual tools like journey maps, service blueprints, and ecosystem maps
• Providing actionable insights for opportunities, possible interventions, and considerations for envisioning the ideal future state
• Aligning business partners, subject matter experts, and extended stakeholders on the current state problem definition, and collectively building a shared vision for the future state
• Ensuring the future state vision provides measurable value for all who are involved and aligns to broader Schwab goals
• Identifying specific improvement opportunities and facilitating prioritization with the stakeholder team

Facilitation and Co-creation

• Creating an environment that values individual perspectives and encourages sharing of information and ideas, while driving towards common goals
• Designing and facilitating workshops to foster a shared understanding of current experiences, problem definition, and to co-create the future state vision, strategy, and concepts. You are comfortable using virtual and in-person collaboration tools and methods
• Using various co-creation/generative research methods to develop early ideas and clarify requirements

What you have

Requirements:

• 5+ years’ experience as a service designer, design strategist or systems practitioner working on large transformation initiatives that improve the experiences for both internal and external audiences
• The ability to develop, communicate, and manage your own workplans for multiple projects
• Strong facilitation skills to effectively collaborate and build partnerships with business, product, platform, architecture, infrastructure, data, change management, legal and compliance, and other teams to deliver business value.
• Superior analytical capabilities
• Strong communication skills and ability to deliver complex information
• Advanced analytical, decision making, organizational, and creative thinking
• Strong visualization skills, including experience maps, user journeys and service blueprints
• Strong interpersonal skills and the ability to effectively engage with all levels of management

Preferred Requirements:

• Experience in the financial services industry
• Experience with Adobe CS