Service Design Lead in Appleton, WI

$100K - $150K(Ladders Estimates)

Thrivent Financial for Lutherans   •  

Appleton, WI 54911

Industry: Finance & Insurance


5 - 7 years

Posted 38 days ago

In this role, you will work with business areas to design new programs and experiences geared at growing our membership and reimagining ways to achieve our mission. As a Service Designer, you'll be a hands-on design do-er as well as a strategic thought-partner with the goal to evolve early stage customer experiences and ideas into scalable solutions through iterative prototyping, testing, and refining. You will get to grow a people-first service­–from value proposition to brand to customer experience–your job is about putting all the pieces together to maintain the user-centered, fully integrated integrity of the concept as it moves forward.

Research + Design

  • Create, establish, and operationalize service design strategy to positively impact Thrivent's enterprise growth strategy.
  • Champion Service Design while leveraging 'agile/lean' human-centered methodologies to stand-up new concepts.
  • Ensure a seamless, consistent and user-friendly experience across all in-person and digital touchpoints including: in-store experience, digital ecosystem, employee experience, value proposition and brand positioning, an education strategy, and more.
  • Design for both the user's experience (desirability) Thrivent's ability to implement and scale (feasibility) and business constraints (viability)
  • Prototype, test and refine key service experience components with participation of end users –iteratively moving from low to high fidelity solutions that elegantly solve for complex behavioral, cultural, and social dimensions.
  • Synthesize and apply research learnings and insights to drive design decisions and service system development.
  • Design the user experience for a new engagement models at Thrivent–including new roles and responsibilities, incentives, metrics, training and onboarding, tools and technology
  • Create and maintain key design artifacts to define and communicate experience architecture and/or overall service system that illustrate all the components and touch-points of the service including: visual frameworks, journey maps, service blueprints, operations or user flows

Partner Facing

  • Establish relationships and liaise with key stakeholders throughout the project lifecycle
  • Develop and deliver progress reports, requirements, documentation and presentations as needed
  • Contribute to project reviews and best practice development
  • Support the planning and monitoring of project activities, timelines and milestones
  • Serve as an advisor to the greater Thrivent teams in developing user-centered design expertise and service design talent
  • Issue regular status reports and troubleshoot problem areas
  • Be the point person in collecting data that shows the impact through the solutions we bring to market

Required Job Qualifications

  • 5 - 8 years of experience as a service designer
  • Deep expertise in design thinking/human-centered design
  • In-depth knowledge and experience within a relevant service design discipline (systems design, business design, industrial design, graphic design, interaction design)
  • Ability to work within a self-directed culture and navigate ambiguity
  • Experience of leading design work within a diverse team
  • Experience with concepting, ideation, and iterative prototyping
  • Knowledge and experience working in financial services, mainly insurance, is desirable
  • Work experience in human-centered design in large organizations

Valid Through: 2019-11-4