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What is a Service Design Manager?

Service Design Managers are responsible for leading and managing a team of service designers to develop and improve customer-centric services. They work closely with cross-functional teams to understand customer needs and pain points, and then define and implement service design strategies, processes, and methodologies to optimize service experiences. Service Design Managers also monitor and analyze service performance metrics, mentor and develop their team, and communicate service design concepts to stakeholders and executives.

What does a Service Design Manager do?

As a Service Design Manager, you'll be responsible for overseeing the end-to-end service design process, from research and ideation to prototyping and implementation. You'll collaborate with teams across the organization, including product, engineering, and customer experience, to ensure that the services you design are truly meeting the needs of your customers. This may involve conducting user research, journey mapping, and testing to identify areas for improvement, as well as using data-driven insights to inform your design decisions.

In addition to your hands-on design work, you'll also be responsible for leading and managing a team of service designers. This means setting the strategic direction for the team, mentoring and developing their skills, and ensuring that they're working efficiently and effectively to deliver high-quality service experiences.

Service Design Manager Responsibilities Include

• Leading and managing a team of service designers to develop and improve customer-centric services
• Collaborating with cross-functional teams to understand customer needs and pain points
• Defining and implementing service design strategies, processes, and methodologies
• Conducting user research, journey mapping, prototyping, and testing to optimize service experiences
• Monitoring and analyzing service performance metrics to identify areas for improvement
• Mentoring and developing the service design team to enhance their skills and capabilities
• Communicating service design concepts and recommendations to stakeholders and executives

Job Description

🛠️ Service Design Manager

About Company

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Job Brief

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What You'll Do 📈

As a Service Design Manager, you'll lead a team of talented service designers to create exceptional customer experiences. You'll collaborate with cross-functional teams to identify pain points, define strategies, and implement solutions that drive business results. Your data-driven approach and strong mentorship skills will be critical to the success of your team and the organization as a whole.

What We're Looking For 🔍

• Bachelor's degree in design, user experience, or a related field
• 5+ years of experience in service design, interaction design, or user experience design
• Strong understanding of service design principles, methods, and tools
• Ability to lead and manage a team of service designers
• Excellent problem-solving, communication, and stakeholder management skills
• Proficiency in research, analysis, and data-driven decision-making

Our Values

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Compensation and Benefits

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Location

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Equal Employment Opportunity

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Hiring Process 🤝

Here's what you can expect during the hiring process for this Service Design Manager role:

Screening Interview

A screening interview to determine which candidates should move forward in the interview process. This interview will be conducted by a member of the HR team and will focus on the candidate's background, qualifications, and fit for the role.

Competency Interview

A competency-based interview to assess the candidate's relevant skills and experience for the Service Design Manager role. This interview will be conducted by the hiring manager and will focus on evaluating the candidate's ability to lead and manage a team, collaborate with cross-functional teams, conduct user research, and implement service design strategies.

Chronological Interview

A chronological interview to understand the candidate's relevant work history and career progression. This interview will be conducted by the hiring manager and will focus on the candidate's previous experience in service design, interaction design, or user experience design roles.

Work Sample: Service Design Presentation

A work sample exercise where the candidate will be asked to prepare and present a service design strategy for a specific customer pain point or opportunity. This will allow the candidate to demonstrate their problem-solving skills, design thinking process, and ability to communicate complex ideas to stakeholders.

Final Interview

A final interview with key stakeholders, such as the department head or a senior executive, to assess the candidate's fit for the role and alignment with the organization's strategic goals. This interview will focus on the candidate's leadership abilities, vision for the service design team, and potential impact on the overall customer experience.

Ideal Candidate Profile (For Internal Use)

Role Overview

We're looking for an experienced Service Design Manager who can lead a team of talented designers to create exceptional customer experiences. The ideal candidate will have a strong understanding of service design principles, methods, and tools, as well as the ability to collaborate effectively with cross-functional teams and communicate their ideas to stakeholders.

Essential Behavioral Competencies

1. Strategic Thinking: Ability to think critically about customer needs and pain points, and develop innovative service design strategies to address them.
2. Collaborative Leadership: Strong interpersonal skills and the ability to lead and motivate a team of service designers to achieve shared goals.
3. User-Centric Mindset: Deeply empathetic and focused on understanding the needs and experiences of customers.
4. Data-Driven Decision Making: Proficiency in using research and analysis to inform design decisions and measure the impact of service experiences.
5. Effective Communication: Excellent written and verbal communication skills to present complex ideas to stakeholders at all levels.

Goals For Role

1. Develop and implement a comprehensive service design strategy that drives measurable improvements in customer satisfaction and loyalty.
2. Grow and develop a high-performing service design team, mentoring and empowering each individual to reach their full potential.
3. Collaborate with cross-functional teams to ensure that service design is integrated throughout the organization and that customer needs are at the forefront of all decision-making.
4. Use data-driven insights to continuously optimize service experiences and identify new opportunities for innovation.

Ideal Candidate Profile

• Demonstrated experience leading and managing a team of service designers
• Strong portfolio of service design projects, showcasing a range of methods and tools
• Excellent problem-solving and critical thinking skills
• Ability to thrive in a fast-paced, collaborative environment
• Passion for user research and a deep understanding of customer behavior
• Strong presentation and communication skills, with the ability to influence stakeholders
• Proficient in using service design software and prototyping tools