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Senior Service Designer
Confirmed live in the last 24 hours
Remote in USA
Experience Level
Desired Skills
Customer Service
Data Analysis
Product Design
  • 5 or more years of experience in working in Service Design, Experience Design, CX, User Experience Research, or User Experience Design
  • Experience with planning, designing, coordinating, and facilitating human centered design (HCD) activities to include customers, agents, and business stakeholders
  • Deep understanding of diversity, equity, and inclusivity (DEI)
  • Experience in creating proposed or enhanced service models through the creation of journey maps, service blueprints, user flows, storyboards, protocols, etc
  • Experience in defining product and service strategies for immediate, near-term, and long term
  • Experience in connecting service design vision and requirements to product design teams of researchers, designers, business analysts, and engineers
  • Strong collaboration in working with Business, Engineering, and Product Owners
  • Experience in advocating for design decisions using business logic and data
  • Experience in designing usable, accessible and empowering B2B and B2C services and products
  • Samples of work that can show your familiarity with service design are required to be considered for this opportunity, this can be in the form of a presentation, case study, readout, etc
  • Preference for those with experience around usability and building 508-compliant web applications
  • Must have been a resident of the United States for at least 3 years in the most recent 5 years to qualify for public trust clearance
  • Work directly with stakeholder groups to include Customers (end users), agents (engaging directly with customers), business, client teams, scrum teams, Subject Matter Experts (SMEs), etc
  • Establish best practices for working with stakeholders at the beginning of a program and throughout the service and/or product delivery lifecycle
  • Plan, design and execute research activities
  • Create artifacts and documentation that can be consumable by a broader audience
  • Meet regularly with Product Owners and product teams to align on product vision and strategy
  • Advocate for the Voice of the Customer (VoC) and the desired Customer Experience (CX)
  • Collaborate with teams to Identify service design initiatives and track them using Jira tickets
  • Lead and participate in group working sessions with researchers, designers, and business analysts
  • Create clarity and alignment on current state and future models by generating clear and accessible service and product design artifacts
  • Create prototypes of proposed services and/or products using digital tools and applications
  • Proactively review and understand existing product, environment, eco-system, information architecture, key user workflows
  • Review product analytics, customer service data and other sources to understand patterns, personas and key usage scenarios
  • Help team and agency stakeholders by providing insightful documentation that is accessible to broader audiences
  • Collaborate with researchers, designers and other team members
  • Participate and guide your team to participate in sharing lessons learned, new concepts, methods in learning events like brownbag sessions, DEMO Days and external events like meetups, conferences, and webinars

51-200 employees

Digital services firm
Company Overview
Softrams' mission is to grow and continue to be a leading consulting and solutions provider specializing in emerging technologies.
  • We offer a competitive compensation and benefits package by providing options for medical, dental, and vision insurance. We also offer 100% company paid short-term and long-term disability insurance and life insurance for the employee along with optional spousal and child life insurance.
  • We offer a generous 401k program with matching employer contributions of up to 5%. Employees become fully vested 30 days after their start date.
  • Everyone needs time to recharge and unwind which is why we provide an annual 15-day vacation and 5-day sick leave. We also provide additional maternity and parental leave, as well as bereavement leave.
  • We are proud to share our in-house training application which provides unlimited access to training programs (AWS, Azure, SAFe etc). We offer rewards for completion of certificates and host internal brown bag sessions to ensure an environment of continuous learning. We have also launched a new “Yearn to Learn” initiative which provides recommended courses and certifications along with opportunities and incentives based on current role and future aspirations.
  • We provide your choice of laptop – MacBook Pro or PC, along with any additional software you may need for your job. Our offices provide ergonomic desks with adjustable height powered by push button operation, with USB plugins conveniently mounted right at their desk (SmartDesk). Additionally, our offices have all new Zoom Rooms installed in each conference room to ensure quality communication and collaboration in a seamless and integrated manner.
  • We have partnered with Teaching for Good to provide free virtual training and mentoring for anyone interested in enhancing their career or would like to acquire new competencies. We also hope to create the skills of our future workforce.
  • The pandemic has shifted how companies engage with their employees. In addition to the annual company event, we have created new virtual events such as Virtual Birthday Cake Cutting, Trivia, Bingo and many more to emphasize we are one team.
Company Core Values
  • Stand United: The current climate of divisive politics and ideologies reminds us of the importance of unifying values. At Softrams, we believe in equity and justice for all which makes us proud of our diversity.
  • Provide Value: We take pride in our work and strive to provide exceptional digital services that are achieved through in-depth research, avant-garde creativity, and tenacious execution.
  • Transform Digital Landscape: With our client partnerships, we aim to make a difference in how technology shapes our world. We co-create new possibilities for how work is managed.