Gusto is hiring a
Principal Service Designer

Summary

Join Gusto as a Service Design Lead to manage a small team of Service Designers and evolve service design processes across the company.

Requirements

• 12+ years of Service Design experience. within a design agency or an in-house Design or Product team
• Experience as a Service Designer in an at-scale tech company environment, where they work closely with a Design, Product, or Functional Leader (CX or Revenue) to design holistic and differentiated service experiences
• Broad and comprehensive understanding of design practices across product, brand, and service
• Proven track record of building differentiation, loyalty, and long-term business value by meeting users' needs and exceeding their expectations
• Proficient at capturing interactions and surfacing experience opportunities - you have multiple tools to help map out user journeys and end-to-end experiences
• Experience leading cross-discipline teams and exemplify strong leadership
• Comfortable (and excited by!) working closely with senior-level stakeholders and leadership - history of effective communication with all levels of management and company personnel
• You’re able to plan, prioritize, and organize effectively and independently - working effectively with data and teams to focus efforts and choose the most impactful moments to design for
• Able to proactively bring together groups of individuals to solve a problem and enable others to understand and execute the resulting vision with a service blueprint

Responsibilities

• Foster a high-performance, high psychologically safe culture that maximizes customer value creation and customer retention
• Grow and develop the service design practice at Gusto - Build the frameworks, and approaches that can be deployed by teams across Gusto
• Plans and leads service design activities to support strategic transformation initiatives as well as iterative improvements
• Leverages design thinking to understand customer needs and evolve the customer experience
• Develops in-depth understanding of customer experience using quantitative and qualitative insights
• Partner with a variety of teams to concept, blueprint, and implement compelling service experiences that are cohesive, inclusive, and impactful
• Collaborate with Gusto product development teams to ensure consistency across interface experiences across different user scenarios
• Designs exceptional service moments
• Plan and lead co-creation workshops with internal stakeholders to identify opportunities and design new service experiences
• Communicate vision and concepts clearly and persuasively for a variety of audiences including executive-level, to create alignment and motivate action