Service Designer

Division:  Sales & Marketing

Department:  Customer Experience

Role Family:  UX Designer

FLSA Status:  Exempt

Purpose:

The UX Designer (Service Design focused) is responsible for the creation of experience designs across all interaction channels. This is an individual contributor role tasked with understanding and leveraging customer insights, working with UX Researchers to direct additional user testing where needed, creating design assets for use by development teams, and assisting UI Designers in developing rich digital-first, digitally enabled, and non-digital experiences. This person will have the skills necessary to ensure designs are aligned to the customer need and easily understood by the

implementers of the designs. As with all members of the CX team this role is also expected to serve as a coach – in

this case, to guide the organization when to engage UX Designers and to upskill the organization in basic UX

Principles.

NOTE: as one of a team of designers with varying specialties, this designer must be specialized in service design.

Roles & Responsibilities:

Service Design

• Lead workshops of cross-functional subject matter experts to envision new digitally enabled and non-digital experiences that are beneficial and feasible while leveraging design thinking methodologies.
• Create service prototypes for iterative testing and refinement.
• Collaborate with the Operations Consulting Group to synergize service design with process optimization.
• Leverage service design tools (e.g., journey mapping, service blueprinting) to identify opportunities for new experiences that better meet customer needs.
• Identify success measures for design work that tie customer impact with business value creation.
• Contribute to the strategic design efforts of the CX team in order to visualize the aspirational customer

journey of the future.

UX/UI Design:

• Create and deliver various forms of experience artifacts, including wireframes, storyboards, sitemaps, and screen flows.
• Leverage the tools in the AMIG design toolkit (e.g., Figma, InVision, Sketch, Axure, Miro), and advise when new tools and capabilities are warranted.
• Lead workshops of cross-functional subject matter experts to envision new digital-first experiences that are beneficial and feasible while utilizing design thinking methodologies.
• Create prototypes of products and services that can be leveraged by implementation teams.

• Assist the UI Designers in maintaining the AMIG design system manager (DSM).

Team Relationships:

• Leads and/or is an integral part of agile design and development teams.
• Collaborate effectively with remote and onsite team members.
• Identify, evaluate, and sustain relationships with key internal partners.
• Continuously identify new techniques, methodologies, and enhancements in experience design via training and collaborative external partnerships.

Accountabilities & Metrics:

• Achievement of project-specific success measures.
• Contribution to overall policyholder and agent relationship health measures (NPS, CES, CSAT).

Required Technical Skills:

• Strong experience in service design and prototyping solutions (e.g., Figma, InVision, Sketch, Axure, Miro).
• Expert in design workshop facilitation while leveraging design thinking methodologies.
• Strong experience in visualizing service experiences via wireframing, prototypes, screen flow diagrams, etc.
• Experience creating journey maps, service blueprints, etc., to diagnose and design experiences.
• Exceptional willingness to be a continuous learner of new methodologies and technologies.
• Strong collaborating with a willingness to either lead or be a contributor to agile teams.
• MS Office suite.

Required Core Competencies:

• Customer Focus

• Manages Complexity

• Tech Savvy

• Communicates Effectively

• Nimble Learning

• Collaborates

Education, Certifications & Designations:

Role Title:

Required:

Preferred:

Associate UX Designer

• Certificate in UI, UX, or service design

• Bachelor’s degree in Design, Psychology, or related field

UX Designer

• Bachelor’s degree in Design,

Psychology, or related field

• Master’s Degree

Sr. UX Designer

• Bachelor’s degree in Design,

Communications, or related field

• UI design certification

• Master’s degree
• Agile certification
• CCXP

Lead UX Designer

• Bachelor’s degree in Design, Psychology, or related field

• Master’s degree
• Agile certification
• CCXP
• Advanced design certification

Physical Requirements:

Minimal

Climbing, Heavy Lifting

Occasional

Bending, Stooping, Pushing/Pulling

Significant

Seeing, Hearing, Speaking, Manual Dexterity