Director of UX, Omnichannel #: 22-04580

Do you want to be part of a team transforming online beauty shopping by researching and discovering consumer needs, designing usable and desirable services, and working with product management, brand, and retail teams to create seamless experiences that delight consumers? Does the idea of seeing your impact directly with customers across the world excite you? Do you love solving for complex organizational and technological challenges? If so, we want you! The Global Experience Team creates best-in-class services and experiences for our brands. We work on collaborative teams to solve complex challenges and craft experiences and services that highlight our brands’ unique personalities.

Summary

Job Summary

The Service Designer Lead will work collaboratively with cross-functional groups to analyze and design complex service systems at scale, providing solutions across multiple touchpoints online and offline. They are responsible for planning, visualizing and defining service experiences that support how our consumers find, purchase and enjoy beauty products across our global portfolio of brands. This is a key role that works collaboratively with brands, business partners, product managers and delivery teams. This role will work within multidisciplinary teams to design internal business systems, processes, and capabilities needed to deliver best in class service experiences You’ll also help shape our culture and our people and be an ambassador for human-centered design thinking and for the Global Digital Experience Team.

Responsibilities

Primary Responsibilities:

• Understand and incorporate complex business and systems requirements into services that serve consumers needs
• Develop service blueprints and customer journeys articulating existing and envisioned service experiences integrating stakeholder needs, multi-channel touch points, and back-end service delivery systems
• Lead concept exploration, creation and implementation of immersive, high touch services that delight consumers and serve brand and business outcomes
• Own service design deliverables within an initiative such as system mapping, touchpoint analysis, service blueprints and other service design artifacts
• Advocate for the consumer and employee experiences, elevating human centered design in a fast-paced, corporate climate
• Champion holistic, seamless consumer experiences that are connected across time and channels
• Work with Brands, Designers, Product Managers, Engineers and other cross-functional teams to prioritize service design opportunities in a fast-paced, rapidly changing environment.
• Analyze research data identifying and generating meaningful insights and behavioral patterns
• Plan, lead and facilitate service design and discovery workshops with cross divisional stakeholders, partners and customers as part of the analysis and design of new services
• Distill business, consumer and organizational constraints into digestible components
• Deliver end to end consumer experience vision and strategies that enable iterative optimization
• Efficiently design and influence implementation of consumer and employee experiences that are seamless, intuitive and well-informed by research
• Promote inclusive and innovative culture and principles within cross-functional teams
• Proactively influence cross-department agendas to deliver human centered outcomes that balance short and long term objectives
  
  

Qualifications

• Bachelor's degree or relevant experience
• 8+ years of relevant work experience within a relevant service design discipline (Systems Design, Business Design, Industrial Design, Interaction Design)
• Proven ability to create, lead and facilitate actionable working sessions with cross functional teams across all levels
• Strong skills in conducting and synthesizing research, insights and findings.
• Strong skills in structuring and visualizing journey maps, service ideation, concept communication and specification.
• Proven experience of launched services that have been implemented in the real world
• Deep expertise in design thinking/human-centered design
• Ability to work within a self-directed culture and navigate ambiguity
• Exceptional communication, presentation and interpersonal skills to influence across a matrixed organization
• Solid understanding of eCommerce and social products, platforms and technologies, ideally in the beauty or luxury industry
• Superior problem-solving with strong strategic, white-spacing thinking
• Experience working in an agile environment
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.