Service Designer

American Red Cross
Washington, DC
Jan 19, 2022
Jan 22, 2022
Full Time
By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? As a condition of employment with American Red Cross, you are required to provide proof that you are fully vaccinated for COVID 19 or qualify for an exemption, except in states where it is prohibited by law. Accordingly, employment is conditioned on providing proof of vaccination or having an approved exemption prior to starting employment Join us-Where your Career is a Force for Good!Job Description:We are seeking 2 Service Designers. The work location for this exciting opportunity is virtual. The selected candidate will work 100% remotely from home and can be located anywhere in the United States but will need to work east coast hours.Position Summary:The Humanitarian Services Product Management team aspires to create human-centered digital experiences for our workforce and clients and to ensure our digital products support successful mission delivery. As a Service Designer, you will apply design thinking approaches and collaborate with cross functional teams to facilitate discovery of problems and opportunities in both digital experiences and business processes as well as co-create solutions to improve the experience, adoption, and mission success of our digital product portfolio. Our products support our humanitarian mission in a growing number of ways including delivering financial assistance to those impacted by disasters, visualizing situational awareness for disaster response and logistics operations, and onboarding and assignment of new volunteers to critical mission roles.Typical activities include using design thinking methods (eg, ideation, journey mapping, service blueprinting, prototyping, testing, and feedback) as well as business analysis methods (eg, business capability and process mapping) throughout the product design and delivery lifecycle and with a wide range of audiences, from senior leadership to front-line implementers. You'll work closely with product engineering colleagues on user story development and solution design. You'll bring a holistic view by researching externally for design inspiration and best practices while incorporating internal constraints such as business and technology policy, compliance, and standards to reduce risk.Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations.Responsibilities:Collaborating with technology, product, and business teams to uncover customer and business needs and translating them into intuitive and engaging digital experience designs that lead to desired mission outcomes.Learn and understand business processes and how new applications or current system enhancements can best ensure the success of business users. Investigate complex operations-related problems/inquiries and recommend, facilitate and coordinate solutions. Evaluate new IT developments, applications and evolving business/systems requirements. Document, analyze, and clarify business requirements and translate into technology artifacts from which technology solutions are developed ensuring adherence to system architecture and software compliance standards. Define new and enhanced business processes.Facilitating discovery sprints and workshops to support early-stage product definition by uncovering customer pain points and opportunitiesCreating effective visual storytelling artifacts of business and technology concepts to promote decision-making and product designPartner with clients to develop a strategic plan to implement their technology vision. Audit existing and blueprint new digital experiences, identifying opportunities and solutions for improvement and experimentationCreating process and user flows, journey maps and interaction models, and service blueprints, resulting in low to high fidelity prototypes, artifacts, and toolsFacilitating collaboration and communication between technology and business stakeholders through discovery, design, and product development sprintsAdapting industry best practices and creating new service design and business analysis tools, methods, and standards. Promote adoption across cross-functional teams.About RC Care:RC Care is the client case management system for the American Red Cross Humanitarian Services, supporting our volunteer workforce in providing timely, relevant, and scalable services to our clients in need 24/7. The product is built on the Salesforce platform, including Service and Experience Cloud, with numerous integrations, including financial services.Scope: Individual contributor with comprehensive technical knowledge in specific area. Ability to support design requirements for highly complex or specialized projects. Adapt precedent and may make significant departures from traditional approaches to develop solutions.Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.Qualifications:Education: Bachelor's degree in related field required or equivalent experience.Experience:Minimum 7 years of related experience or equivalent combination of education and related experience required.At least 2 years of experience in service and/or product design, design strategy, human-centered design, and at least 2 years of design thinking tools and methods.Experience with designing for the Salesforce platform, including Service and Experience Cloud.Management Experience: N/ASkills & Abilities:Proficiency with techniques related to agile development projects, design sprints, design workshop facilitation, service design, business process redesign, user story development, requirements analysis and client relationship management.Ability to apply knowledge of systems life cycle, systems integration and data management principles. Business acumen with ability to align IT priorities with business objectives.Clear and effective writing and documenting skills.Ability to work on a team.Proficiency with business assessment/modeling and requirements tools (eg, Mural, Miro, LucidChart, Figma, Jira, Confluence, etc).Travel: Travel may be required. This is a 100% remote virtual position. Once pandemic-related travel restrictions are lifted, periodic travel will be required for design workshops and direct client and workforce user experience research.Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).Essential Functions/Physical Requirements: Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle and working under challenging conditions.Work Conditions: Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster.For those candidates located in Colorado or Connecticut, the salary range for this position is: $95K +/- annual salary. We do not offer bonus pay for this role. Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the job or employee resides. The stated salary range in this posting is an average and may not be reflective of your individual circumstances. We will review specific salary information at the time of phone screening based upon your location.The American Red Cross is a diverse nonprofit organization that creates a culture of collaboration and team spirit. We offer our employee's a competitive salary, wide range of generous benefits including health, dental, vision, life and disability insurance; flexible spending accounts; 401K retirement plan with match; paid time off, holidays and floating holidays. Also, we encourage professional development and provide growth opportunities. To be considered for this position, please visit /jobs to apply.Apply now! Joining our team will provide you with the opportunity to make a difference every day.The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.Interested in Volunteering?Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.Visit /volunteertoday to learn more, including our most-needed volunteer positions.To view the EEOC Summary of Rights, click here: Summary of Rights