Senior Service Designer

Senior Service Designer

Design Operations

Location: Ireland or The Netherlands

Work Mode: Hybrid or Home Based

Position Summary:

As a Senior Service Designer, you will lead the creation and optimization of end-to-end service experiences that align with user needs and business objectives. Your responsibilities include overseeing both front-stage and back-stage touchpoints, using design thinking and service design methodologies to map customer journeys, identify pain points, and create seamless, integrated experiences. You will focus on enhancing service experiences related to licensing, administrative platforms, procurement workflows, and support systems, making it easier for clients and partners to access, understand, and benefit from Bentley's offerings.

Your work will play a key role in streamlining service delivery, reducing friction in user interactions, and ensuring Bentley's tools and processes reflect high design standards. You will directly influence user satisfaction, operational transparency, and the perceived value of design. Additionally, you will be part of a collaborative team of design leads who excel in systems thinking, simplifying complexity, and enabling creative teamwork.

Your Day-to-Day:

• Lead the design and enhancement of end-to-end experiences of our services, ensuring they are user-centered, scalable, and aligned with strategic business goals. 
• Strategically choreograph processes, technologies, and interactions, driving the delivery of holistic human-centered services, unifying the experiences across the products and non-product environments.
• Conduct and oversee user research, leveraging insights to inform service design decisions and uncover opportunities for innovation and improvement. 
• Build and improve existing frameworks such as experience mapping, cross-functional collaboration activities, vision storyboards, service blueprints, persona and workflow templates, etc.
• Drive coherence in the usage of design and research tools, methods, and techniques.
• Plan and lead workshops and design sprints with teams and stakeholders, fostering a culture of innovation and collaboration.
• Apply advanced design thinking methodologies to address complex business challenges, providing solutions that improve engagement and satisfaction.
• Advocate for service design principles within the organization, promoting the value of a holistic, user-centered approach.
• Continuously iterate based on feedback, testing, and performance data to enhance usability and efficiency.
• Contribute to internal communities of practice.
• Mentor junior design and research colleagues.

What You Bring to The Team:

• Strong problem-solving skills and a professional portfolio displaying them.
• Excellence in communication across organizational boundaries, distilling complex ideas so that others can quickly comprehend them, including visualizing and sketching.
• Proven experience designing and leading the development of service blueprints, customer journey maps, and end-to-end service flows on complex multi-faceted projects.
• Extensive experience conducting and overseeing user research and applying insights to improve service design.
• Experience advocating for people and user needs in all aspects of design and service design work.
• Background in designing services for multiple user groups with a range of stakeholders.
• Ability to reflect critically and ask difficult questions; thinking holistically about the big picture while working out details and being able to appreciate and articulate the broader implications.
• Hands-on experience in facilitating workshops and design sprints. 
• Great command of (AI-powered) design and research tools (Figma, Miro, TheyDo, research repositories and the like).

 Additional Points For:

• Familiarity with infrastructure design and engineering workflows.
• Prior contribution to Design Operations initiatives and scaling the design discipline.
• Degree in Human Computer Interaction, Computer Science, User Experience, or related field.

What We Offer:

• A great Team and culture – please see our Recruitment Video.

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diverse international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

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