Job Requisition ID #

23WD70669

Position Overview

We are seeking an experienced Senior Manager, Service Design reporting to the Head of Digital Customer Experience within the Digital Experience & Customer Empowerment (DXC) organization. The DXC team is responsible for ensuring delivery of a seamless experiences across the full customer life cycle from discovery, consider, buy, onboard, use, and extend. Our experience team partners with marketing, sales, customer success, legal, engineering, product management, analytics, user research/insights and others to achieve success together.

This role will help lead, guide, and grow our service design capabilities that shape the end-to-end journey of our products and services, enabling users to achieve their goals, and the business to deliver on our goals and outcomes. As a Senior Manager you will be responsible for leading a small to medium sized team of service designers. You may have varied experiences in UX, but must also be well-versed in journey mapping and service blueprints across digital e-comm and platform experiences.

We are seeking those who, in addition to being an experienced Service Design practitioner, have depth in one or more of the following areas: Research, UX Design, Visual Design, Prototyping, Business Design and Value Proposition.

As a Senior Manager, Service Design within the Experience Design and Customer Insights team, you will be a key contributor, working across departments and teams to design impactful end-to-end experiences that enhance the customer experience (CX) and help empower our employee experience (EX).

You will collaborate with a multi-disciplinary team that includes researchers, UX designers, product designers, content writers, product managers, engineers, and business partners who share your passion for delivering innovative end-to-end experiences that will differentiate Autodesk in the marketplace.

• Applicants, please include your portfolio with password when applying.**

Responsibilities

• Lead holistic service design activities leveraging a variety of human-centered design methods and frameworks
• Leading and guiding a team of service designers, ensuring quality outcomes and alignment to strategic objectives and priorities.
• Helping mature service design standards via templates, process, and tooling
• Map persona-based user journeys with a holistic view of the experience by identifying critical touchpoints and moments that matter, how those touchpoints are connected, and how people experience the Autodesk brand both internally and externally
• Identify user types, scenarios, journeys, flow/decision maps and produce relevant documentation to coordinate and deliver an end-to-end vision
• Co-creation: facilitate collaborative workshops with partners across functions
• Design and prototyping: co-create solutions ranging from a strategic level to a tactical one
• Produce artifacts such as journey maps, service design blueprints, service prototypes
• Co-facilitate design thinking training sessions to help partners across the organization from non-design backgrounds in understanding how we can co-create to collectively achieve our goals and outcomes
• Manage planning and delivery of your part of projects to time and quality measures
• Partner with research and analytics teams to refine and monitor experience metrics and voc (CSAT, NPS, and CES) to inform design solutions and improve end-to-end experience journeys

Minimum Qualifications

• 12+ years related experience
• Demonstrated interest and aptitude in service design methods
• Team player, with user-centric empathy, championing user needs
• Strong visual skills, experience delivering multiple digital products from start to finish
• Ability to identify and communicate constraints and can work within them
• Capable of breaking down complex concepts clearly and persuasively communicate them across different audiences
• Experience working in highly collaborative engagement models that involve representation from a range of fields including business strategy, transformation, change management, process modeling, user experience, agile, marketing, product development, operations, organizational design, and others
• Quality facilitation skills, co-creation methods, ethnographic research, and prototyping
• Comfortable in both broad and undefined spaces
• Customer obsessed, design thinking driven, user centric with passion for excellence
• Skilled at imagining the future and visualizing service concepts to generate excitement across the organization
• Effective communicator, presenter with expertise conveying ideas and concepts through storyboarding, wireframing, and prototyping
• Experience using Mural, Figma and other collaboration tools to facilitate co-creating the service blueprint with cross functional teams
• Ability to work both independently and collaboratively with tight deadlines, and multi-task efficiently in high volume, fast paced settings
• An excellent communicator with strong influencing skills to advocate for being a customer-led organization
• Previous experience in creating a culture of collaboration and knowledge sharing
• Knows how to improve processes and use adaptive problem solving to optimize team performance
• A strategic thinker who is able to support strategic direction of a portfolio of a program of work, as well as the vision and goals at Autodesk