We are seeking an innovative and customer-focused Service Designer to join our dynamic e-commerce marketplace team. As a Service Designer, you will be responsible for developing and optimizing customer support services to enhance the overall customer experience. You will collaborate with cross-functional teams to design, implement, and continuously improve service processes, ensuring they are efficient, user-friendly, and aligned with our brand values.

Service Design & Strategy:

• Develop and implement service design strategies that improve the customer support experience.
• Conduct research and gather insights on customer needs, pain points, and behaviors to inform service design.
• Create and maintain service blueprints, customer journey maps, and other service design artifacts.

Process Improvement

• Identify opportunities to streamline and optimize customer support processes.
• Work closely with customer support teams to understand current workflows and identify areas for improvement.
• Develop and test new service concepts, processes, and tools.

Collaboration & Communication

• Collaborate with product managers, UX/UI designers, developers, and other stakeholders to ensure seamless integration of service design with the overall product.
• Facilitate workshops and design sprints to generate ideas and solutions.
• Communicate design concepts and strategies clearly and effectively to stakeholders at all levels.

Implementation & Evaluation

• Oversee the implementation of new service designs and ensure they meet the desired objectives.
• Monitor and evaluate the effectiveness of implemented solutions, using metrics and customer feedback to drive continuous improvement.
• Stay updated with industry trends, best practices, and emerging technologies in service design and customer support.

You’ll sweep us off our feet if:

• Proven experience in service design, particularly in customer support or e-commerce environments.
• Strong portfolio showcasing service design projects and methodologies.
• Experience with design thinking, user-centered design, and other relevant methodologies.

Skills

• Excellent problem-solving skills and a keen eye for detail.
• Proficient in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
• Strong analytical skills and the ability to translate data into actionable insights.
• Excellent communication and presentation skills, with the ability to articulate complex ideas clearly.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Personal Attributes

• Customer-centric mindset with a passion for creating exceptional customer experiences.
• Adaptability and willingness to learn and grow in a dynamic environment.
• Strong organizational and time management skills.