Hybrid Senior Service Designer

at Equinix

• Job title: Senior Service Designer
• Job type: Full Time
• Experience level: Senior
• Salary: $136,000 - $204,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Invision
• Location requirements: Hybrid, Dallas, United States

About the role

• Senior Service Designer responsible for implementing design principles at Equinix. Collaborating with global teams to enhance customer experience and drive business growth.

Responsibilities

• Working with a specific product team connected with Employee Experience team stakeholders across Equinix
• 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.
• Strong collaboration skills with ability to promote communication and teamwork to play a proactive role to explore, ideate, validate, and socialize solutions
• Applies critical thinking to a variety of sophisticated user problems, considering user needs, business objectives
• Develops a range of Service Design deliverables, including customer journey maps, blueprint maps, desk research reports, documentation using industry-standard tools
• 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.
• 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.
• Works with cross-functional teams to identify and prioritize customer needs and pain points
• Defines and measure key performance indicators (KPIs) to assess the impact of service design initiatives on business outcomes.

Requirements

• 6+ years of professional Service Design
• At minimum Bachelor's degree required / certification in Service Design
• Master’s degree in Service Design, HCI, Interaction Design or related field of study is highly preferred
• Strong knowledge of service design principles and methodologies, including customer journey mapping, service blueprinting, and service prototyping.
• Proven track record of leading successful service design initiatives that drive business growth and customer satisfaction.
• 5+ years of product design work for enterprise software products and services
• 5+ years of experience in facilitation, workshop/trainings delivery
• 5+ years of experience using Figma, Sketch, Miro, Mural and InVision or similar (low or medium level needed)
• 5+ years of using Miro and/or Mural on professional level
• 3+ years of experience using Figma, Sketch or similar (low or medium level needed)
• Experience working in a global or cross-functional environment is a plus.

Benefits

• Employee Assistance Program
• Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
• Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
• Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.
• Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.