Service Design Manager

Ford Motor Company   •  

Palo Alto, CA

Industry: Manufacturing & Automotive


5 - 7 years

Posted 58 days ago

This job is no longer available.

Job Description & Qualifications

Here at the Ford AV LLC, our mission is to redefine the mobility experience by helping make people's lives' more productive, safer, and fun. These efforts will let us focus on what made us an iconic brand, that is centered through a human focused goal of enhancing the lives of our customers, as well as helping businesses grow.

Our AV Product and Experience team brings together world-class experts to design, develop and launch groundbreaking products at the intersection of services, hardware, software and content. We will continue to employ the foundational elements of design thinking, design psychology, and aesthetics into our process. Together we will create and deliver seemingly impossible products that define new categories and disrupt current business models that will advanced Ford's mission of connecting the world.

Our AV Product and Experience team is seeking for an experienced Service Design Manager who will work closely with both the Experience Design and AV Strategy teams to help develop, inspire, and build breakthrough products and features in the world of autonomous systems. This is a full-time staff position based in our GFL Palo Alto office.

Major Responsibilities:

  • Your service design efforts will touch on all facets of the driverless ecosystem; will be highly hands-on, creative, and collaborative across a variance of cross-functional teams that relate to the app experience, vehicle interactions, in-vehicle experience, and specific partnerships experiences
  • Manage a multi-discipline team of designers that balance near term execution and far-term strategic investigations and deliverables across moving people and goods service journeys;
  • Lead the development of the service design objectives, develop the foundational service journey that will showcase moments of differentiation and delight across the experience
  • From user research to envisioning, designing and implementing concepts, infuse empathy, creativity, strategies to ideate and innovate across the service journey while supporting business goals
  • Develop research provocations based on partnership engagements to gain early insights in the value of service opportunities
  • Will encompass design specific activities such as inspiration, iterative concept generation, and detailed design execution through a deep understanding of user behaviors, market, manufacturing, and technology constraints
  • Communicate the value of design and brand within a design and business context, and identify the critical design trade-offs to deliver value-add solutions
  • Contribute to the formal development of service design practice tools, methodologies and applications and inspire innovative approaches and techniques. Determine how best to envision and convey concepts, ideas and touch-points across the E2E service offerings
  • Ensure the human is at the center of all decisions by representing the customer voice, acting as an interpreter of their values, needs and motivations. Bring user-centric design principles, techniques and "design-thinking" to the mobility service portfolio
  • Lead best practices regarding, design objectives, consumer journey mapping, persona development, to identify pain-points and opportunities using observational studies, customer interviews and other forms of discovery
  • Responsible for the quality of deliverables across all of the service categories and ensure there is a consistent brand expression across each service offering. Determine service metrics, goals and exit criteria to transition phases of the design process

Success Factors:

  • You have launched, run, or scaled a service
  • Entrepreneur-like mindset
  • Stay abreast on relevant technologies, trends and techniques
  • Strong verbal, written and visual presentation skills
  • Lives, breathes, respects all forms of design-centric disciplines
  • Have the drive to continue to learn and inspire your team
  • Forward, innovative thinking for future products
  • Excellent understanding of production design practices, general product development processes, timing and product cycles

Essential Skills:

  • Ability to see the big picture and be detail oriented and delivery focused
  • Ability to innovate, visualize and prototype new concepts to demonstrate and test with users and stakeholders
  • Organized and self-motivated; A natural team player, design thinker and communicator
  • Strong verbal, written and visual presentation skills. Can communicate the value of design and brand within a design and business context, and identify the critical design trade-offs to deliver value-add solutions
  • Skilled with sketching and working within iterative prototyping processes
  • Experience owning a project vision, execution, quality and client relationship
  • Experience with user research, concepting, ideation and iterative prototyping
  • Workshop planning and facilitation skills
  • Ability to build and maintain strong working relationships with colleagues, clients, and key stakeholders
  • Ability to respond positively and calmly to shifting priorities, demands and timelines.

Basic Qualifications:

  • Bachelor's degree in Interaction Design, Industrial Design, Graphic Design, or related technical field
  • 5+ years of service design experience with emphasis on the conception, user validation and delivery of products, applications and/or services, as part of a multi-disciplinary team
  • 2+ year of leading the design, development and launch of B2B or B2C facing services
  • 2+ years of experience in human centered processes including heuristic evaluation techniques, framing challenges and iterative workflows; service blueprinting, skilled in the Adobe workflow
  • 2+ years of experience in design executions and design strategies

You will have the opportunity to:

  • Work on Ford's AV LLC autonomous vehicle program and have input on the experience and design of the product
  • Be part of a team that will challenge you creatively and allow you to have a voice in a highly collaborative setting
  • Work on a variant of products relating to mobility, that may involve product interactions inside and outside of the vehicle as well as 3rd party products and services
  • Be passionate about transforming mobility through critical design thinking
  • Collaborate with cross-functional teams including vehicle, pilots, services and software
  • Guide and mentor junior designers, including new hires and interns throughout the year