Job Post

Service Designer

Toast
401 Park Drive
Boston, MA 02215

We are a rapidly growing company thats revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

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
Full-time

See What It's Like To Work Here

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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