Job Post

Service Designer

401 Park Drive
Boston, MA 02215

As a Service Designer, youll be passionate about understanding all things about our users and our internal teams that support them. You crave all the data - quant and qual - to identify our biggest opportunities across the customer journey resulting in visibly impactful improvements aimed at the intersection of digital and service experiences. You've previously brought cross-functional stakeholders through a design process that's resulted in opportunities that delivered business results. Youre right for this role if you can translate insights into artifacts that communicate and align; if youre a highly skilled storyteller and facilitator that influences others to take action; if youre humble and eternally curious.

As a Service Designer, you will:

  • Lead complex, cross-functional initiatives to create optimal customer experiences throughout the customer journey driving down the cost of delivery along the way

  • Be a strategic partner in the customer experience core team together identifying people, processes, and technologies needed to streamline experiences meeting customers where they are, not where we want them to be

  • Lead generative and evaluative research for company-wide initiatives across multiple departments to achieve unified solutions across the customers journey

  • Translate quantitative and qualitative insights into artifacts that align including journey mapping, service blueprinting, lean prototypes, etc.

  • Champion and drive high-quality experiences across Toasts ecosystem

Do you have the right ingredients?

  • 10+ years experience in user-centered design with 3+ years experience delivering high quality service experiences

  • BA/BS degree preferably with an emphasis in HCI, Human Factors, Psychology, etc.

  • Real passion for creative problem solving that drives business results

  • Exceptional interpersonal, presentation, and communication skills

  • Expert knowledge of user research best practices and tools

  • Innovative thinking, empathy, and a desire to continuously learn and evolve

Category: UX & Design

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Take control of restaurant operations, increase revenue, and delight your guests in new ways with a single, easy-to-use platform. 

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