Service Designer II

Fearless is looking for a Service Designer II to add to our diverse team of 250 employees (and counting). What you'll be doing We're looking to change the world by building software with a soul, and we want your help. The Service Designer II is responsible for contributing to the design of the end-to-end journey of a customer service by developing concepts, prototypes, and solutions based on evidence of needs and organizational outcomes. They bring service design skills and an ability to plan and organize resources to directly improve the human experience and usability performance at all touch points. They collaborate on cross-functional teams to set direction and embed best practices to ultimately achieve greater outcomes and experiences for our customers and their users. We need your Service Designer skills What other skills will help you succeed at Fearless? Glad you asked We're excited about candidates who can accomplish the following: Responsibilities and Contributions Organizational and Leadership Role * Independently executes and implements solutions with minimal direction from senior Designers or team leaders. * Coaches and mentors others to develop their professional skills and improve the quality of their work. * Strengthens Fearless' service design community and fosters positive collaboration across the company. Functional Roles: Collaboration & Communication * Recommends tools and methods to the team and customer. * Facilitates difficult discussions within the team, diverse senior stakeholders, and customers. * Evaluates current strategies to ensure business requirements are being met and exceeded where possible, and communicates the findings to the team and customer. * Articulates how services connect consumers and customers to business objectives. * Collaborates, actively networks, and provides diverse feedback to the team at times when information can be fully absorbed. Research & Analysis * Designs and conducts research activities with customers and team members to drive a deep understanding of the people that use products and services. * Identifies the needs of technical and business stakeholders and interprets them in a way that is clear for both audiences. * Communicates research findings, conceptual ideas, detailed designs, and design rationale and goals both verbally and visually. Design * Maps the service experiences of users and defines how organizations need to change their delivery and services to be most effective. * Crafts user journey maps, user personas, and service blueprints that identify pain points and address all dimensions of the customers', users' and business's needs in a given service. * Contributes to the development and iteration of design concepts. * Facilitates participatory and iterative design activities and co-creation workshops with stakeholders and team members. * Designs solutions based on evidence that target both the user's experience and the organization's ability to implement and scale. * Designs prototypes and solutions for all touch points throughout experiences across networks of users and interactions. * Creates or collaborates on prototypes of various levels of fidelity to showcase user needs across omni-channel journeys. * Designs, builds, and executes usability tests for service and product prototypes. Essential Skills, Experience, or Competencies Must-Have Skills * Understanding of service design principles, design thinking, human-centered design, visual design, interaction design, content design, user research, and user-centered design strategies. * Experience of three basic service movements: before, during, and after. * Ability to absorb large amounts of potentially conflicting information and use it to produce simple designs. * Ability to identify and communicate constraints and work within them. * Experience differentiating user needs and the desires of users. * Experience working in agile, including an awareness of agile tools and how to use them. * Experience with a variety of prototyping tools and techniques. * Experience conducting a variety of research activities with customers and/or using qualitative and quantitative tools for research. * Ability to operate and manage work, strategically reason, build relationships, and influence others. * Ability, and willingness, to engage in storytelling efforts that provide insight to clients and stakeholders into the work. * Be available and responsive during core business hours (10 am - 4 pm EST). * Exhibit self and situational awareness when framing questions, sharing information, or offering opinions. * Respect for and commitment to milestones and deadlines; accept offers to review and help shape project plans. * Experience engaging and communicating with stakeholders to ensure project success. * Ability to proactively communicate and work autonomously. * Experience with service blueprints, customer journey mapping, and experience mapping. * Experience with participatory design or collaborative design. * Experience with Figma and Mural. * Experience creating stakeholder and ecosystem maps. * Experience with visual design and interaction design. * Experience with problem framing and strategy to inform the design of services, including both digital and non-digital touch-points. * Portfolio with a minimum of 3 work samples that demonstrate proficiency in service design, visual design, and research deliverables. * Ability to successfully obtain required public trust clearance before starting position. Icing-on-the-Cake Skills * Experience with Jira. * Experience using service design skills such as systems design, business design, industrial design, graphic design. * Experience concepting and iterating on interactive prototypes. * Experience working with Government customers. Benefits & Compensation Our people make us who we are. We believe that every member of the Fearless team has something to share, and we value the unique viewpoint you'll bring to our community. But we value your community, too, so we offer fulfilling work that stays in balance with the rest of life. Because everyone has different needs, desires, and goals, our benefits offer the choices and flexibility that our team members need to live well and succeed. Here are a few highlights of our benefits package: * Life-friendly schedules * Family-friendly workplace * PTO allowance (not accrued so you get it up front) We believe in taking time off to be well and thrive. That's why we offer 14 days of PTO, 8.75 days of sick leave, 11 federal holidays, your birthday (floating day), jury duty, and bereavement. * Up 12 weeks of FMLA paid at 100% * We cover 100% of your premium for our medical HSA plan + the deductible portion of HSA contributions, 80% of your premium for our HMO or PPO plans, and offer competitive dependent coverage. We cover 100% of dental and vision premiums for you and your dependents and offer medical and dependent care FSA options. We also offer life insurance, short- and long-term disability coverage, and legal planning and support insurance. * Tech, education / training, and wellness allowances * Safe Harbor 401(k) plan with employer contributions and immediate vesting * Referral bonus: Bring your friends If someone you refer is hired, you'll get a bonus of $6-12k * Total Pet Plan * Employee Assistance Program Location: * In-person, hybrid, and remote options are available. Our office is located in Baltimore. Our Compensation System is designed to reward remarkable work, grow your impact and support the whole "you" over the course of your career. We believe in paying people fairly, so we've established a compensation model aimed to ensure everyone at Fearless - regardless of race, ethnicity, gender, sexual orientation, disability, religion, age, nationality, or negotiation skills - is given equal pay for equal work. Our approach to compensation is intended to ensure our total package serves all of your needs and includes base pay, medical and other benefits, performance rewards, 401k matching, plus a few perks (tech and wellness reimbursement programs) Our salary ranges are determined based on role, level and location and provide team members salary growth within a salary grade over time. Team members automatically progress within a salary range through annual increases (given to reward service at Fearless) or merit increases (given to reward and individual's demonstrated performance and growth within the position). Fearless team members are also eligible for discretionary bonuses based on company performance. The salary ranges for this position based on location are listed below. The base pay range is subject to change and may be modified as a part of our annual salary range review. * AL, FL, GA, TN Residents: $81,946 (min) - $104,482 (mid) - $127,017 (max) * NC Residents: $84,481 (min) - $107,713 (mid) - $130,945 (max) * DE, MD, PA, TX, VA Residents: $88,705 (min) - $113,099 (mid) - $137,493 (max) * DC Residents: $99,687 (min) - $127,101 (mid) - $154,515 (max) * CA & NY Residents: $103,067 (min) - $131,410 (mid) - $159,753 (max) Within the range, starting pay for team members is based on the evaluation of the alignment with the position description requirements including job-related skills and experience or training. This range reflects your earning potential over the course of your career at Fearless in this position. So, what's next? Over the years, we've honed a 2-step interview process that helps ensure that every employee we hire is the right fit for us and that we're the right fit for them. If we think you're a good fit, we'll get in touch and start scheduling your interviews * Technical Interview - This is where we get into the nitty gritty of the project. During the Technical Interview, you'll be interviewed by our Functional Leads and/or the team's Project Lead to make sure your skills align with the project requirements. * Business Interview - At this point, you've made it to the final frontier The