Service Designer

• Methods & Application:
  • Partner with data and research teams to drive design decisions, applying insights to Journey Maps and other service design workflows.
  • Support and contribute to the development of Service Blueprints and Customer Journey Mapping to ensure a seamless experience across customer touchpoints.
  • Lead exploration and research efforts to identify customer and stakeholder needs, translating these into actionable insights that inform design strategies.
  • Take a holistic service design perspective across multiple initiatives to ensure cohesion and consistency in customer experiences.
  • Own and manage mid-sized projects/features, guiding them from concept to completion while ensuring they align with strategic goals and user needs.
  • Collaborate with cross-functional stakeholders, ensuring their needs are integrated and addressed throughout the design process.
  • Contribute to and support the work within Zooplus’ Customer Journey Management Tools, ensuring clear documentation and easy access to design assets and workflows.
• Stakeholder Collaboration:
  • Actively involve stakeholders in the design process, understanding their needs and tailoring design outputs to align with their expectations.
  • Maintain alignment with stakeholders to ensure business goals are met and communicated effectively, contributing to long-term project success.
• Business Acumen:
  • Demonstrate a solid understanding of how design work aligns with team KPIs, contributing to business objectives and ensuring that customer experience initiatives support overall strategic goals.
• Communication & Storytelling:
  • Effectively communicate design decisions and their rationale, translating complex concepts into clear, actionable stories for diverse audiences (stakeholders, team members, etc.).
  • Present results and insights in a way that’s accessible and easy to understand for both technical and non-technical stakeholders.
• Strategic Thinking:
  • Propose new ideas and solutions to improve projects and their business impact, continuously refining service design strategies to address more complex problems and elevate the customer experience.
• Time & Project Management:
  • Manage the timelines and deliverables for medium and large-sized projects, ensuring that projects are completed on time and meet quality expectations.
  • Adapt to shifting priorities while ensuring that work stays aligned with project objectives and deadlines.

Qualifications:

• Exp: 5+ Years

Required:

• Bachelor's or master’s degree in service design, UX/UI Design, Human-Centered Design, or a related field.
• 3+ years of experience in service design, with a specific focus on Journey mapping, Service Blueprinting, and product and service design.
• Proven ability to lead and manage mid-sized projects, bringing them from concept to completion while maintaining alignment with business goals.
• Strong understanding of service design methodologies, including design thinking, journey mapping, and service blueprinting.
• Experience with design tools such as Figma, Mural, SharePoint, Baymard, Creative Suite, and PowerPoint to create deliverables and support collaboration.
• Ability to collaborate effectively with cross-functional teams, including product managers, UX/UI designers, and data analysts.
• Excellent English communication skills, with the ability to clearly articulate design decisions and insights.
• Ability to handle competing priorities and manage timelines effectively.

Preferred Skills:

• Experience in e-commerce or digital product design is highly preferred.
• Familiarity with agile methodologies and working within agile teams.
• Experience in analyzing and applying customer insights to inform design decisions