📌 Position Title: Service Designer
🌍 Location: Remote – United States
💰 Salary: Up to $90,000/year
⏰ Working Rhythm: Innovation is a 24/7 pursuit, but we value your downtime. While our typical working hours are 9am-5pm in your timezone, we embrace flexibility and trust you to manage your schedule to meet your individual needs and peak productivity times. Occasionally, longer hours may be required to tackle challenges, support new releases, or contribute to time-sensitive initiatives.
📝 Contract Type: Permanent
✈️ Travel: Up to 10% travel
🤝 Reporting To: Chief Product Officer
📅 Start Date: January 6, 2024
Role Impact
As a Service Designer at Nexford University, you will play a critical role in shaping the learner experience. You will be responsible for designing and improving the end-to-end learner journey, from exploration to enrollment to graduation and beyond. Your work will directly impact the success of our learners and the growth of our university.
A Day in the Life of a Service Designer
- Morning: Review learner feedback and data from the support queue to identify any emerging trends or issues. Prioritize tasks for the day and plan your schedule. Check-in with the Scrum team to discuss ongoing projects and any roadblocks.
- Mid-morning: Conduct user research to gather insights into learner behavior and preferences.
- Lunch break: Take a well-deserved break to recharge and connect with colleagues. Share insights and best practices in a casual lunch and learn brainstorming session.
- Afternoon: Collaborate closely with cross-functional teams. This includes partnering with product managers, academic staff, and admissions and registrar staff to deeply understand learner needs and pain points. You'll use this knowledge to design service blueprints and prototypes that visualize and test new and improved service concepts.
- Late-Afternoon: Collaborate with a product launch team to ensure successful release and go-to-market activities for a new product or service offering. Develop a roadmap for future iterations of the Nexford learner experience, incorporating feedback and data-driven insights from users post-launch.
Key Responsibilities
- Design and improve the end-to-end learner journey:
- Map and analyze current learner journeys to identify pain points, bottlenecks, and opportunities for improvement, and design and prototype new service offerings and enhancements to address learner needs and enhance their experience.
- Develop and maintain service blueprints and other documentation to clearly articulate service design solutions, considering the entire learner lifecycle, from initial awareness and enrollment through graduation and beyond.
- Conduct user research to gather insights into learner needs:
- Utilize a variety of user research methods, including user interviews, surveys, usability testing, and data analysis, and synthesize research findings to develop empathy for learners and a clear understanding of their needs and motivations.
- Communicate research insights to stakeholders in a compelling and actionable way, and translate those insights into learner experiences that foster connection and build affinity with the university.
- Develop service blueprints and prototypes: Create detailed service blueprints to visualize service processes, touchpoints, and interactions, and develop interactive prototypes to test and refine service concepts with learners and stakeholders. Iterate on designs based on user feedback and testing results.
- Collaborate with cross-functional teams to implement new service concepts:
- Work closely with product managers, engineers, academic staff, and other stakeholders to bring service design solutions to life, clearly communicating design specifications and ensuring that implemented solutions align with the intended learner experience.
- Participate in agile development processes to provide design input throughout the product development lifecycle.
- Contribute to the development of Nexford University's design system: Develop and maintain service design patterns, guidelines, and best practices to ensure consistency and quality in the design of learner-facing services.
- Advocate for service design within the organization: Promote a user-centered approach to product and service development across the organization.
Skills & Qualifications
- Bachelor's degree in design, human-computer interaction, or a related field.
- 1-3 years of experience in service design, preferably in the education or education technology sector.
- A strong portfolio of service design work.
- Experience conducting user research.
- Excellent communication and collaboration skills.
- Experience working in an agile environment.
- Passion for education and learner success.
If you're passionate about transforming lives through education and have a proven track record of delivering exceptional customer experiences, we encourage you to apply!
The Definition of Success for this Role
Success in this role means creating a seamless and engaging learner experience that helps Nexford University students achieve their academic and professional goals. This will be measured by:
- Increased enrollment and start rates
- Increased learner satisfaction as evidenced by consistently high NPS scores.
- Improved learner retention and persistence rates.
- Increased learner engagement.
- Positive feedback from learners and stakeholders.
In essence, success in this role means making a tangible difference in the lives of Nexford learners, creating a learning experience that is not only effective but also enjoyable, memorable, and empowering.
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