Service Design Team Lead

1 month ago

Austin, United States SoftServe Full time

Job Profile Summary

As the Lead Service Designer for our Digital Transformation practice you will lead, communicate, execute, and sell SoftServe Service Design capabilities, including discovery, pre-sales design strategy, consulting, design workshops, project incubation, and other services. Demonstrate the ability to do the work as well as carry out knowledge transfer to key delivery locations. Work with the global SoftServe Experience Design leadership and our clients to showcase the values of SoftServe’s strategic problem-solving skills and thought leadership. Serve as a leading example of SoftServe’s Service Design through client work, public speaking, and community involvement as a subject matter expert in service design and digital innovation.


Duties & Responsibilities

Lead Service Design Activities:

  • Oversee the end-to-end service design process from research and ideation to prototyping and implementation.
  • Lead service design activities at both project and Design Office levels, connecting frontline service delivery with back-end enablement through coordination and training.
  • Drive a user-centered design process that spans all phases of development, from framing a service opportunity to coordinating service delivery implementation.

Digital Transformation:

  • Advise clients on best practices and strategies for digital transformation.
  • Identify opportunities for integrating digital technologies to improve service delivery and customer experiences.
  • Develops and drives implementation plans for digital initiatives.
  • Client Engagement and Relationship Management:
  • Build and maintain strong relationships with top clients, acting as a trusted advisor on service design and digital transformation.
  • Manage relationships with partners and clients, ensuring high levels of customer experience and satisfaction while delivering positive and quantifiable impact on human experiences.
  • Collaborate with presale teams and facilitate activities related to design effectively.

Team Leadership and Collaboration:

  • Lead, mentor, and inspire a team of service designers, UX/UI designers, and researchers.
  • Foster a collaborative environment that encourages innovation and continuous improvement.
  • Provide exemplary service-design consulting services, ensuring high customer satisfaction and positive impact.
  • Lead the communication of research findings, conceptual ideas, service strategy, service delivery, and implementation.

Innovation and Thought Leadership:

  • Stay abreast of industry trends and emerging technologies in service design and digital transformation.
  • Contribute to the development of thought leadership content, including whitepapers, case studies, and articles.
  • Represent the company at industry conferences, seminars, and events.
  • Be an ambassador, attending and helping to plan community events, workshops, and conferences.

Knowledge Management and Mentorship:

  • Develop knowledge libraries such as best practices, training, and templates for internal company use.
  • Mentor junior and senior design staff, helping to define responsibilities and expectations.
  • Support education, training, and development initiatives within the company.


Preferred Competencies & Experience

  • Proven track record of leading successful digital transformation projects.
  • Experience working with US and European agencies and clients.
  • Proven success as a team player in previous positions.
  • Proven experience with service delivery, service performance, and implementation
  • 7+ years' experience in Service Design across varied industries, users, business problems, and devices.
  • 3+ years’ experience in a leadership role
  • 5+ years’ planning, designing, facilitating, and synthesizing workshops.
  • 5+ years’ driving and applying user-centered design processes.
  • 5+ years’ creating experience maps, user journeys and service blueprints, as well as service interaction models, flows, and wireframes.
  • 4+ years' experience with rapid prototyping methods, ranging from paper sketching to digital prototypes.
  • 4+ years’ experience in requirements gathering and communication between design teams, workstreams and clients.


Required Skills

  • Proven record in creating Service Design strategies.
  • Hands-on experience in managing Service Design practices, consultants, and projects.
  • Understanding of US and European business practices.
  • Proficiency in using major design tools and best practices.
  • Strong communication, analytical, and interpersonal skills.
  • Client and expectations management skills.
  • Negotiation skills and organizational change management skills.
  • Ability to multi-task and set workload priorities in a fast-paced environment.
  • Effective Operational Proficiency in English.
  • Ability to work with managers/staff and win their confidence and respect.
  • Proactively manage critical issues and take the lead in resolving them.
  • Available for global travel as determined as necessary


Supervisory Responsibilities

No direct reports initially


Qualifications

Education

Master’s degree or higher in Design-related field (desirable).

Business education (desirable) or professional equivalent.


Certifications

Relevant Certifications are a plus but not Required


Other Requirements

Willingness and ability to travel


All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or protected veteran status. SoftServe is an Equal Opportunity Employer.

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