Role Description

Senior Service Designer

Lead I - UX Design

Who We Are

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

You Are

The Senior Service Designer will be responsible for designing end-to-end journeys of employee-facing services using human-centered methods and processes to solve experience challenges. This role will be working within Customer’s employee-facing User Experience Center of Excellence (UX CoE) team, consisting of researchers and designers. The role of this team is to create new and optimize current digital and physical workplace experiences for Customer's employees, enabling improved employee satisfaction, productivity, and business outcomes.

The Opportunity

• Facilitate the creation of aligned strategic visions for department services.
• Leverage the insights, patterns, and desires from partner department projects to build the roadmaps and priorities of platforms and products.
• Analyze how policies, interpersonal dynamics, history, and organizational structure impact service delivery.
• Help partner departments navigate changing touchpoints, tools, and processes, determining the impact on current operations and how much change they can take on with each iteration.
• Identify new opportunities to improve systems and processes with technology.
• Advocate for the benefits of service design to colleagues and collaborators to help them understand the value.
• Establish standards for what good service design looks like research
• Lead the early stages of projects, conducting discovery with colleagues to understand, document, and communicate the current process and challenges.
• Facilitate discovery sessions and workshops that uncover customer/employee/user problems, identify enterprise opportunities, and propose new solutions.
• Analyze and evaluate the constraints and possibilities of our complex systems and platforms.
• Work with UX CoE (Center of Excellence) Research to plan and conduct thoughtful and ethical user research with users, front line staff and partners (Service) Design
• Work co-creatively with partner department staff to develop and recommend design solutions that are both desirable and feasible.
• Translate employee needs into business/product/service requirements, and champion the (research-informed) employee experience.
• Design the future state of backstage systems and front-stage user experiences.
• Craft and deliver compelling stories and presentations to communicate insights, concepts, plans and impact.
• Create deliverables to express design solutions to the team and our partners, such as service blueprints, journey maps, and system maps What you need to be successful:
• Justify design decisions using research and data.
  
  

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• 6-10 years of experience
• BA in Design, Service Design, HCI, or a related discipline, Master’s preferred.
• Experience (and a love of!) solving complex design and technology problems using systems thinking.
• Ability to lead projects autonomously, including workshops, brainstorms, and service design consults on initiatives across various business units.
• Possess strong presentation, storytelling, and communication skills.
  
  

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $67,000-$105,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters belonging, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity

Through business, we will better the lives of those less fortunate than ourselves.

Integrity

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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Skills

Service Design,Project Planning,Decision Making