Hybrid Senior Service Designer

at Equinix

• Job title: Senior Service Designer
• Job type: Full Time
• Experience level: Senior
• Salary: CA$131,000 - CA$181,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Invision
• Location requirements: Hybrid, Toronto, Canada

About the role

• Service Designer at Equinix responsible for enhancing customer experience through service design and collaboration with global teams. Implementing design thinking principles to drive innovation and effectiveness.

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 : An Employee Assistance program is available to all employees.
• US Benefits: - 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.
• Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members.
• Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA).
• Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.