Senior Service Designer

Senior Service Designer

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams. 

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary

In this role, you will be a part of newly formed Service Design team within Equinix to co-create the experience of transformation for our global company’s design and construction department. In this role you will be responsible for implementing design thinking principles and service design methodologies to improve the customer experience across all touchpoints. You will work closely with cross-functional teams to understand customer needs, identify pain points, and develop solutions that drive business growth and customer satisfaction. You will work with Service Design Manager and will have the opportunity to develop your skills in service design methodology in practice, working close to business strategies and KPI’s, simultaneously being hands on conducting UX research and using the facilitation skills in communication with stakeholders across the organization. 

 
Responsibilities  

• Works as a core member of newly formed Service Design team, co-creating Service Design principles within different product teams across Equinix 

• Interacts with stakeholders to determine requirements and set expectations of UX and Service design deliverables based on scope, level of efforts, timing to create prototypes, wireframes and other design solutions

• Strong collaboration skills with ability to promote communication and teamwork to play a proactive role to explore, ideate, validate, and socialize solutions 

• Applies critical thinking to a variety of sophisticated user problems, considering user needs, business objectives  

• Develops a range of Service Design deliverables, including customer journey maps, blueprint maps, desk research reports, documentation using industry-standard tools  

• Leverages Design Thinking and Service Design methodologies to build shared understanding and buy-in on user “jobs to be done” and the downstream UX investment to support those “jobs” 

• Conducts user research, including ethnographic studies, service safari’s, usability testing, and other qualitative and quantitative research methods, to inform design decisions

• Shows high facilitation skills, develop and deliver training programs to increase awareness and adoption of service design methodologies across the organization

• Co-Leads the development and implementation of service design strategies that drive innovation and improve the customer experience

• Works with cross-functional teams to identify and prioritize customer needs and pain points 

• Defines and measure key performance indicators (KPIs) to assess the impact of service design initiatives on business outcomes

• Being an ambassador of sharing the up-to-date knowledge about industry trends and best practices in service design, customer experience, and design thinking to support service design interconnections within different teams 

• Strong presentation skills to deliver solutions in the well-prepared speech 

Qualifications  

• 5+ years of professional Service Design  

• At minimum Bachelor's degree required / certification in Service Design  

• Master’s degree in Service Design, HCI, Interaction Design or related field of study is highly preferred  

• Strong knowledge of service design principles and methodologies, including customer journey mapping, service blueprinting, and service prototyping. 

• Proven track record of leading successful service design initiatives that drive business growth and customer satisfaction. 

• 5+ years of product design work for enterprise software products and services  

• 5+ years of experience using Figma, Sketch, Miro, Mural and InVision or similar  

• 3+ years of experience in facilitation, workshop/trainings delivery 

• Experience working in a global or cross-functional environment is a plus 

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to [email protected] Please provide your contact information and let us know how we can assist you.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.