Senior Service Designer

Overview

Implement service design to improve customer experience across Equinix's design & construction.

Key Responsibilities

• design thinking
• user research
• journey mapping
• blueprint mapping
• kpi measurement
• stakeholder engagement

Tasks

-Leverages Design Thinking and Service Design methodologies to build shared understanding and buy-in on user “jobs to be done” and the downstream UX investment to support those “jobs” -Conducts user research, including ethnographic studies, service safari’s, usability testing, and other qualitative and quantitative research methods, to inform design decisions. -Interacts with stakeholders to determine requirements and set expectations of UX and Service design deliverables based on scope, level of efforts, timing to create prototypes, wireframes and other design solutions. -Works with cross-functional teams to identify and prioritize customer needs and pain points -Working with a specific product team connected with Employee Experience team stakeholders across Equinix -Develops a range of Service Design deliverables, including customer journey maps, blueprint maps, desk research reports, documentation using industry-standard tools -Shows high facilitation skills, develop and deliver training programs to increase awareness and adoption of service design methodologies across the organization. -Co-Leads the development and implementation of service design strategies that drive innovation and improve the customer experience. -Defines and measure key performance indicators (KPIs) to assess the impact of service design initiatives on business outcomes.

Requirements

• service design
• miro
• figma
• master's
• facilitation
• presentation

What You Bring

-5+ years of experience in facilitation, workshop/trainings delivery -Experience working in a global or cross-functional environment is a plus -Strong presentation skills to deliver solutions in the well-prepared speech -Strong knowledge of service design principles and methodologies, including customer journey mapping, service blueprinting, and service prototyping. -Master’s degree in Service Design, HCI, Interaction Design or related field of study is highly preferred -Strong collaboration skills with ability to promote communication and teamwork to play a proactive role to explore, ideate, validate, and socialize solutions -6+ years of professional Service Design -5+ years of using Miro and/or Mural on professional level -5+ years of product design work for enterprise software products and services -5+ years of experience using Figma, Sketch, Miro, Mural and InVision or similar (low or medium level needed) -Applies critical thinking to a variety of sophisticated user problems, considering user needs, business objectives -3+ years of experience using Figma, Sketch or similar (low or medium level needed) -At minimum Bachelor's degree required / certification in Service Design -Proven track record of leading successful service design initiatives that drive business growth and customer satisfaction.

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About Equinix

-World’s largest provider of data center and interconnection services. -Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age. -Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance. -Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems. -At the forefront of advancing global digital transformation through strategic partnerships with leading companies. -Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.

Sector Specialisms