Lead Service Designer
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Job Description
Lead Service Designer at Geotab responsible for end-to-end service strategy and design leadership. Collaborating with cross-functional teams to enhance customer experiences through design methodologies.
Responsibilities:
- Develop and communicate an end-to-end service strategy that aligns customer goals with business viability and operational realities.
- Diagnose systemic barriers to adoption by mapping the entire customer lifecycle using Service Blueprinting to visualize disconnects between journey stages, touch points, and service delivery teams and systems.
- Provide strategic leadership by defining the service frameworks that connect front-stage user experiences with the back-stage processes required to deliver them.
- Lead the user-centered design process, conducting research, user testing, and analysis to gain deep insights into complex user behaviors, preferences, and systemic pain points.
- Set and maintain high standards for execution, personally crafting high-fidelity designs and prototypes in Figma to validate strategic concepts.
- Ensure the seamless integration of service strategies throughout the product development lifecycle, working closely with Engineering to ensure the final build matches the service vision.
- Act as the primary bridge between Design, Sales, Support, and Engineering to ensure cross-functional alignment on the holistic customer journey.
- Influence company-wide initiatives to minimize Customer Effort Score (CES) and shorten Time-to-Value (TTV) by predicting downstream user friction.
- Champion the evolution of Geotab’s design maturity by introducing systems thinking and service design methodologies to the broader team.
- Take a leadership role in promoting accessibility principles to ensure service interactions are inclusive for all personas and meet accessibility standards and guidelines.
- Mentor, guide and support product designers, fostering their professional growth and enabling them to excel in their roles.
Requirements:
- 10+ years of relevant industry experience, with a focus on Service or Systems Design.
- Relevant Bachelor’s Diploma/Degree or relevant industry experience. Degree specialization in Business Design, Systems Engineering, Interaction Design, Human-Computer Interaction (HCI), Computer Science, or any other related field.
- Deep knowledge of Service Design methodologies (Journey Mapping, Service Blueprinting, Ecosystem Mapping) and Systems Thinking.
- Experience collaborating closely with product management, engineering, and research to solve complex operational problems.
- Proficiency in collaboration tools like Figjam for facilitation, and UI design tools like Figma.
- Ability to lead all aspects of the user-centered design process from conception to completion, leaning more towards research and facilitation.
- Ability to facilitate high-level strategy workshops to diagnose root causes and align stakeholders on shared outcomes.
- Excellent verbal and written communication skills and strong interpersonal relationship building skills.
- Highly organized and able to manage multiple tasks and projects simultaneously.
Benefits:
- Flex working arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental benefits
- Retirement savings program
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