Develop comprehensive service blueprints that capture the essence of our guest and employee experiences, identifying opportunities for improvement and innovation.
Collaborate with operations and IT teams to design and implement service solutions that meet the needs of our users.
Journey Orchestration
Design seamless, omnichannel workflows that delight our guests and employees, ensuring a consistent and exceptional experience across all touchpoints.
Develop prototypes that test and refine our service concepts, iterating on feedback and insights to drive continuous improvement.
Metrics and Evaluation
Establish service KPIs that measure success and drive improvement, tracking key metrics such as customer satisfaction, employee engagement, and business outcomes.
Develop metrics that track user experience and business outcomes, using data and insights to inform design decisions and drive business value.
Job Qualifications And Requirements
At least 2 years of experience in service design, UX, or a related field, with a proven track record of driving service innovation and improvement.
Experience working in hospitality, retail, or a similar industry, with a deep understanding of the unique challenges and opportunities in these sectors.
Proficiency in design software, wireframe and research tools, including Figma
Portfolio showcasing service design expertise and impact, with examples of successful projects and initiatives.
Familiarity with Design Language systems, component libraries, UI/UX best practices, and CX fundamentals, with the ability to apply these concepts to drive design consistency and excellence.
