What are the responsibilities and job description for the Service Designer position at Acquia?
Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.
Headquartered in the U.S., Acquia has been named a top software company by The Software Report, rated a leader by the analyst community, and named a top place to work by the Boston Globe and the Boston Business Journal. We are Acquia. We are building for the future and we want you to be a part of it!
About the team you will be on…
Service design is a practical approach to the creation and improvement of the offerings made by Acquia. Service designers on the Research and Design team are human-centered, collaborative, cross-functional, and iterative. They use research, prototyping, and a set of easily understood activities and visualization tools to create and orchestrate experiences that meet the needs of the business, the user, and other partners.
As a service designer, you will…
- Build cross-business unit knowledge of service design methods, embedding a service design attitude across partners.
- Analyze customer needs for new and existing service offerings.
- Collaborate with teams to identify project opportunities.
- Develop and maintain an understanding of major operating systems and overall policies, procedures, and objectives.
- Plan, implement, and evaluate multiple projects simultaneously.
- Document the process flows and customer journeys across touchpoints.
- Develop service prototypes for testing and validation.
- Assist in the development of technical requirements of service delivery and end-to-end process creation.
- Build and design towards a service archetype that aligns with our brand archetype.
- Design and facilitate workshops for the creation and evaluation of customer experiences.
- Co-create blueprints to detail current experiences and aspirations for new ones.
- Co-create and align new and existing best practice recommendations to customers.
- Collaborate with Research and Design team colleagues to lead and conduct discovery research, analyze data, and synthesize insights for stakeholders.
- Conduct ongoing evaluation of service design project success metrics and impact.
- Research and develop deep knowledge of SaaS trends and comparable services from adjacent industries.
- Participate in the service design community of practice - online, in the US, and around the world.
You’ll enjoy this role if you…
- Know how to effectively share knowledge, including tools and techniques, and experiences with others.
- Enjoy discussions that are inclusive and pull ideas from all different perspectives.
- Understand B2B customer engagement and have a passion for crafting experiences that provide value.
What you’ll need to be successful…
- Demonstrated knowledge of design thinking and/or design research tools and methods.
- Academic/theoretical training in human-centered design - certification or Bachelor’s or Master’s degree. Similar formal instruction may be acceptable.
- At least 2 years professional experience in a designer role.
- Basic experience in project management.
- Experience facilitating divergent and convergent thinking activities, as well as brainstorming and generative work sessions with cross-functional collaborators.
Extra credit if you…
- Have a proven record for coordinating a team, planning the working sessions, and delivering a strategy that is successfully implemented.
Acquia is proud to provide best-in-class benefits offerings to our employees and their families in maintaining both a healthy body and a healthy mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, and much more!
Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.
Interested residents of Colorado may contact NA-recruiting@acquia.com as it relates to regulation C.R.S. § 8-5-201. Information regarding benefits are linked here.
Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.
