Senior Principal Service Design Lead

Job Requisition ID #

23WD70669

Position Overview

We are seeking a highly experienced Senior Principal Service Design Lead reporting to the Head of Digital Customer Experience within the Digital Experience & Customer Empowerment (DXC) organization. The DXC team is responsible for ensuring delivery of a seamless experiences across the full customer life cycle from discovery, consider, buy, onboard, use, and extend. Our experience team partners with marketing, sales, customer success, legal, engineering, product management, analytics, user research/insights and others to achieve success together.

This role will help lead, guide, and grow our service design capabilities that shape the end-to-end journey of our products and services, enabling users to achieve their goals, and the business to deliver on our goals and outcomes. You may have varied experience in UX. We are seeking those who, in addition to being an experienced Service Design practitioner, have depth in one or more of the following areas: Research, UX Design, Visual Design, Prototyping, Business Design and Value Proposition.

As a Senior Principal Lead Service Designer within the Experience Design and Customer Insights team, you will be a key contributor, working across departments and teams to design impactful end-to-end experiences that enhance the customer experience (CX) and help empower our employee experience (EX).

You will collaborate with a multi-disciplinary team that includes researchers, UX designers, product designers, content writers, product managers, engineers, and business partners who share your passion for delivering innovative end-to-end experiences that will differentiate Autodesk in the marketplace.

**Applicants, please include your portfolio with password when applying.**

Responsibilities

• Lead holistic service design activities leveraging a variety of human-centered design methods and frameworks
• Map persona-based user journeys with a holistic view of the experience by identifying critical touchpoints and moments that matter, how those touchpoints are connected, and how people experience the Autodesk brand both internally and externally
• Identify user types, scenarios, journeys, flow/decision maps and produce relevant documentation to coordinate and deliver an end-to-end vision
• Co-creation: facilitate collaborative workshops with partners across functions
• Design and prototyping: co-create solutions ranging from a strategic level to a tactical one
• Produce artifacts such as journey maps, service design blueprints, service prototypes
• Co-facilitate design thinking training sessions to help partners across the organization from non-design backgrounds in understanding how we can co-create to collectively achieve our goals and outcomes
• Manage planning and delivery of your part of projects to time and quality measures
• Partner with research and analytics teams to refine and monitor experience metrics and voc (CSAT, NPS, and CES) to inform design solutions and improve end-to-end experience journeys

Minimum Qualifications

• 12+ years related experience
• Demonstrated interest and aptitude in service design methods
• Team player, with user-centric empathy, championing user needs
• Strong visual skills, experience delivering multiple digital products from start to finish
• Ability to identify and communicate constraints and can work within them
• Capable of breaking down complex concepts clearly and persuasively communicate them across different audiences
• Experience working in highly collaborative engagement models that involve representation from a range of fields including business strategy, transformation, change management, process modeling, user experience, agile, marketing, product development, operations, organizational design, and others
• Quality facilitation skills, co-creation methods, ethnographic research, and prototyping
• Comfortable in both broad and undefined spaces
• Customer obsessed, design thinking driven, user centric with passion for excellence
• Skilled at imagining the future and visualizing service concepts to generate excitement across the organization
• Effective communicator, presenter with expertise conveying ideas and concepts through storyboarding, wireframing, and prototyping
• Experience using Mural, Figma and other collaboration tools to facilitate co-creating the service blueprint with cross functional teams
• Ability to work both independently and collaboratively with tight deadlines, and multi-task efficiently in high volume, fast paced settings
• An excellent communicator with strong influencing skills to advocate for being a customer-led organization
• Previous experience in creating a culture of collaboration and knowledge sharing
• Knows how to improve processes and use adaptive problem solving to optimize team performance
• A strategic thinker who is able to support strategic direction of a portfolio of a program of work, as well as the vision and goals at Autodesk

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Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.

Salary is one part of Autodesk's competitive package. For U.S.-based roles, we expect a starting base salary between $148,100 and $239,470. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.