Lead Service Designer, Spectrum Enterprise

Washington, DC
Sep 28, 2022
Oct 05, 2022
Full Time
At a glance: Are you an expert service designer skilled in discovering and defining new service experiences? Can you work cross-functionally with teams across the organization to create omnichannel solutions to address user needs? Do you desire a competitive salary with lucrative benefits and a focus on professional development? Our company: At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations. Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com. Highlights: As a Service Designer, you continuously strive to improve internal and external client satisfaction by understanding and defining end-to-end user experiences. You discover and define new service experiences through collaboration with operations and product teams. You excel at conducting client research, drafting experience documentation and collaborating on prototypes with the Product Design team. You work cross-functionally with teams across the organization to create omnichannel solutions to user needs. You thrive in an office environment and travel as needed to meet company objectives. You report directly to the Senior Director of Experience Design for goals, guidance and assistance. Position benefits: Competitive salary with bonus. Health, vision and dental insurance. 100% company match 401(k) up to 6%. Company funded retirement accumulation plan for an additional 3%. Education assistance. Pretax childcare spending account. Paid holidays, vacation days, personal days and sick days. Employee discount on Spectrum services where available. What you will do: Encourage company-wide success through active and consistent support of all efforts to simplify and enhance the client experience. Drive the design of solutions to digital challenges encountered by Spectrum Enterprise clients by guiding a matrixed team of key stakeholders, front-line teams and end-users. Improve the user experience through the creation of desirable digital experiences with stakeholders from operations, product and technology teams within the context of omnichannel experiences. Identify digital needs and initiate research to find creative solutions in response to user needs by partnering with User Experience (UX) Research. Create documentation and facilitate conversations and working sessions to explore solutions to issue spaces and define the future client experience strategy, including principles, journey maps and service blueprints. Design and finalize prototype ideas through a partnership with User Research and Product Design teams. Refine use cases and define requirements by partnering with Experience and Product Managers. Continuously build and maintain strategic relationships with business partners to promote the client and invoke change within the organization. Required keys for success: Seven or more years of experience in service or user experience (UX) design. Proven ability to successfully think across digital, physical and human touchpoints to strategically design solutions that benefit clients and the business. Experience translating research findings into an experience that can be implemented. History of creating desirable solutions across multiple channels that bring together client needs and business goals. Knowledge of service and UX design best practices, tools and techniques with the ability to own, plan and lead design projects across multiple teams. Ability to apply design methods, tools and techniques to visualize the client experience. Proven experience designing and facilitating multi-disciplinary co-creation activities, such as working sessions and workshops. Comfortable sharing in-progress work with design team members. Confident presentation skills with the ability to adjust communication styles to align with the audience. Solid prioritization and organizational skills within teams and independently with the ability to show sound judgment and initiative to accomplish job duties. Expert with design toolsets, such as Adobe Creative Cloud, Axure, Sketch, InVision and Omnigraffle. Proficient in Microsoft Word, Excel, PowerPoint and Outlook. Effective written and spoken English communication skills with all levels of an organization. How you will stand out from the crowd: Experience working with accessibility architects to apply universal design principles and best practices to all digital products. Your education: Bachelor s degree in a related field or an equivalent combination of education, training and experience (required). Master s degree in a related field (preferred). MPD342 321940 321940BR