Job Description
We're seeking a Service Designer to craft innovative, enterprise-wide platforms and services workflows that elevate our resort experience. This role requires a deep understanding of service design principles, operational acumen, and technical savvy to bridge the gap between digital interfaces and operational processes.
Your Role
As a Service Designer, you will be instrumental in driving service innovation that meets the evolving needs of our guests and employees. You will employ research-driven approaches to identify user-centric opportunities, facilitate cross-functional workshops, and lead discovery efforts to uncover opportunities for improvement, incorporating human-centred methods to solve end to end organization and experience challenges. Your expertise will ensure that our services are user-centred, efficient, and aligned with business objectives.
Key Responsibilities
Service Architecture
- 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
- Solid 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.
- Excellent communication and collaboration skills, with the ability to work effectively with stakeholders across the organization, including senior leaders, product teams, and technical teams.
- A team player but is also able to work independently
- Multi-tasking and time-management skills, with the ability to prioritise tasks
Ideal Candidate
- Passionate about user experience and service design, with a strong desireto create exceptional experiences that meet the needs of our guests and employees.
- Excellent analytical and problem-solving skills, with the ability to analyse complex problems and develop creative solutions.
- Adaptable and eager to learn and grow, with a desire to stay up to date with industry trends and best practices.
- Able to work effectively in a fast-paced environment, prioritizing tasks and managing projects simultaneously.
What We Offer
- A dynamic work environment that encourages creativity, innovation, and growth.
- Opportunities to work on high-impact projects that drive business value and improve the guest experience.
- A collaborative team who shares a passion for service design and user experience.
If you're a seasoned service designer with a passion for creating exceptional experiences, we'd love to hear from you!
