Service Design Manager

Ford Motor Company   •  

Palo Alto, CA

Industry: Automotive


5 - 7 years

Posted 43 days ago

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