Service Designer II

Summary

Join Fearless as a Service Designer II and contribute to the design of end-to-end customer service journeys. You will develop concepts, prototypes, and solutions based on user needs and organizational outcomes, collaborating with cross-functional teams. This role requires strong service design skills, organizational abilities, and the capacity to improve user experience across all touchpoints. You will independently execute solutions, mentor others, and strengthen Fearless' service design community. The position offers a competitive salary, remote or Baltimore-based work, and a comprehensive benefits package.

Requirements

• Understanding of service design principles, design thinking, human-centered design, visual design, interaction design, content design, user research, and user-centered design strategies
• Experience of three basic service movements: before, during, and after
• Experience with figma, micro and adobe products
• Ability to absorb large amounts of potentially conflicting information and use it to produce simple designs
• Ability to identify and communicate constraints and work within them
• Experience differentiating user needs and the desires of users
• Experience working in agile, including an awareness of agile tools and how to use them
• Experience with a variety of prototyping tools and techniques
• Experience conducting a variety of research activities with customers and/or using qualitative and quantitative tools for research
• Ability to operate and manage work, strategically reason, build relationships, and influence others

Responsibilities

• Independently executes and implements solutions with minimal direction from senior Designers or team leaders
• Coaches and mentors others to develop their professional skills and improve the quality of their work
• Strengthens Fearless’ service design community and fosters positive collaboration across the company
• Recommends tools and methods to the team and customer
• Facilitates difficult discussions within the team, diverse senior stakeholders, and customers
• Evaluates current strategies to ensure business requirements are being met and exceeded where possible, and communicates the findings to the team and customer
• Articulates how services connect consumers and customers to business objectives
• Collaborates, actively networks, and provides diverse feedback to the team at times when information can be fully absorbed
• Designs and conducts research activities with customers and team members to drive a deep understanding of the people that use products and services
• Identifies the needs of technical and business stakeholders and interprets them in a way that is clear for both audiences
• Communicates research findings, conceptual ideas, detailed designs, and design rationale and goals both verbally and visually
• Maps the service experiences of users and defines how organizations need to change their delivery and services to be most effective
• Crafts user journey maps, user personas, and service blueprints that identify pain points and address all dimensions of the customers’, users’ and business’s needs in a given service
• Contributes to the development and iteration of design concepts
• Facilitates participatory and iterative design activities and co-creation workshops with stakeholders and team members
• Designs solutions based on evidence that target both the user’s experience and the organization’s ability to implement and scale
• Designs prototypes and solutions for all touch points throughout experiences across networks of users and interactions
• Creates or collaborates on prototypes of various levels of fidelity to showcase user needs across omni-channel journeys
• Designs, builds, and executes usability tests for service and product prototypes

Preferred Qualifications

• Experience using service design skills such as systems design, business design, industrial design, graphic design, or interaction design
• Experience concepting and iterating on interactive prototypes
• Experience working with Government customers

Benefits

• We cover 100% of your premium for our medical HSA plan + the deductible portion of HSA contributions, 80% of your premium for our HMO or PPO plans, and offer competitive dependent coverage
• We cover 100% of dental and vision premiums for you and your dependents and offer medical and dependent care FSA options
• We also offer life insurance, short- and long-term disability coverage, and legal planning and support insurance
• Tech, education / training, and wellness allowances
• Safe Harbor 401(k) plan with employer contributions (current match = 4%) and immediate vesting
• Referral bonus: Bring your friends! If someone you refer is hired, you’ll get a bonus of $6–12k!
• Total Pet Plan
• Employee Assistance Program
• Up 12 weeks of FMLA paid at 100%
• PTO is provided to team members as a lump sum allowance, not an accrual
• 8.75 days of sick leave
• 11 federal holidays
• Their birthday (8 hours)
• Up to 15 days for jury duty
• Up to 3 days (24 hours) of bereavement leave per eligible instance
• Life-friendly schedules
• Family-friendly workplace