Service Designer

, Gisborne, New Zealand

About Our Firm:

Granite Solutions Groupe provides financial services decision makers with people and solutions that deliver. Our clients count on us to deliver the right talent at the right time to achieve critical business results. We leverage our industry knowledge and passion for client priorities to deliver human capital solutions.

GSG was founded in 1998 as a consulting firm delivering project management and technology solutions for the financial services industry. GSG now has a global presence, with team members deployed across the U.S. at Fortune 1000 companies and high-performing Fintech firms.

High-caliber consultants are the face of GSG at our client organizations and offices. We value the deep relationships we have with our consultants that enable us to place them in roles where their skills will have an immediate impact. The GSG consulting team is comprised of diverse, experienced, driven, and dynamic contributors who excel at getting things done.

About the Opportunity:

GSG is seeking a Service Designer who will organize, lead, and facilitate cross-entity, enterprise wide research and experience redesign initiatives that will encompass an end to end analysis and future state redesign.

Responsibilities:

Partner with business units, user research, product management, development and data & analytics to establish modern best practices for end-to-end service design and delivery, such as user research, journey mapping, personas, storyboards, concept designs, prototyping and final production designs for all end-user service experiences.

Elevates service design awareness and implementation of modern service design best practices to enable the team to deliver the highest quality service experiences at scale and positions service design as a strategic capability for TIAA.

Catalyzes a culture change by playing an primary role in helping our organization grow in the understanding and use of service design to solve problems.

Ensures that the customer & associate priorities for service experiences inform and align with client & business goals and expected outcomes.

Visualizes complexity by create compelling presentations, maps, frameworks, and diagrams that inspire systemic improvements.

Prototypes and tests different approaches that balance user needs, business goals, technology capabilities, financial constraints, and regulatory realities.

Partners closely with Digital and Client Experience Transformation team to mature end to end service design processes and influence adoption of customer centric service solutions and a culture of experimentation across the teams.

Collaborates closely with Research, Brand Marketing, Data & Analytics, Technology, Digital, Product and Service Lines of Business to define and execute service design strategy and leads the service design disciplines to drive scale and growth by maximizing service experience satisfaction for both customers and associates.

Collaborates with the marketing, sales, services, support and technology organizations to support the end-to-end vision and strategic roadmap, producing validated user personas and behavioral segments with associated jobs-to-be-done, key lifecycle stage journeys and scenarios, detailed service design blueprints, comprehensive service solutions scoping and prioritization maps, release and sprint backlogs, service design stories, design concepts, prototypes and user test plans, and enterprise service narratives that define and deliver a best-in-class service experience for our customers and associates.

Facilitate service design thinking training sessions to help partners from non-design backgrounds in understanding service design and how we can help them achieve their goals.

Contribute to planning and delivery of service design efforts in projects to time and quality measures.

Requirements:

10+ years of service design, UX design and / or design experience

10+ years of demonstrated experience in service design methods for large enterprises.

Deep expertise in design thinking/human-centered design, service design, customer journey mapping, service blueprints and continuous service improvement methodologies

Solid understanding of software development life cycle models and project management principles and practices

Strong "build, test and learn" mentality and demonstrated experience leading 'customer discovery', 'lean startup' and 'agile' teams and initiatives.

Employee Benefits:

GSG is excited to offer its consultants excellent compensation and a robust option of benefits which include comprehensive medical, dental, vision and prescription coverage. You will receive company-paid life insurance. In addition, we hope you will take advantage of eligible commuter benefits-like paying for work-related public transit and parking with pre-tax dollars. Save for your retirement with pre-tax contributions that go directly into your 401K. We also care about your pets with several options for pet insurance, discount card and prescriptions.

GSG’s Commitment to Diversity:

As a diverse-owned business, GSG is committed to creating a diverse workforce, and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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