GEOTAB

Lead Service Designer

GEOTAB

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

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Job Level

Senior

About the role

  • Develop and communicate an end-to-end service strategy that aligns customer goals with business viability and operational realities.
  • Diagnose systemic barriers to adoption by mapping the entire customer lifecycle using Service Blueprinting to visualize disconnects between journey stages, touch points, and service delivery teams and systems.
  • Provide strategic leadership by defining the service frameworks that connect front-stage user experiences with the back-stage processes required to deliver them.
  • Lead the user-centered design process, conducting research, user testing, and analysis to gain deep insights into complex user behaviors, preferences, and systemic pain points.
  • Set and maintain high standards for execution, personally crafting high-fidelity designs and prototypes in Figma to validate strategic concepts.
  • Ensure the seamless integration of service strategies throughout the product development lifecycle, working closely with Engineering to ensure the final build matches the service vision.
  • Act as the primary bridge between Design, Sales, Support, and Engineering to ensure cross-functional alignment on the holistic customer journey.
  • Influence company-wide initiatives to minimize Customer Effort Score (CES) and shorten Time-to-Value (TTV) by predicting downstream user friction.
  • Champion the evolution of Geotab’s design maturity by introducing systems thinking and service design methodologies to the broader team.
  • Take a leadership role in promoting accessibility principles to ensure service interactions are inclusive for all personas and meet accessibility standards and guidelines.
  • Mentor, guide and support product designers, fostering their professional growth and enabling them to excel in their roles.

Requirements

  • 10+ years of relevant industry experience, with a focus on Service or Systems Design.
  • Relevant Bachelor’s Diploma/Degree or relevant industry experience. Degree specialization in Business Design, Systems Engineering, Interaction Design, Human-Computer Interaction (HCI), Computer Science, or any other related field.
  • Deep knowledge of Service Design methodologies (Journey Mapping, Service Blueprinting, Ecosystem Mapping) and Systems Thinking.
  • Experience collaborating closely with product management, engineering, and research to solve complex operational problems.
  • Proficiency in collaboration tools like Figjam for facilitation, and UI design tools like Figma.
  • Ability to lead all aspects of the user-centered design process from conception to completion, leaning more towards research and facilitation.
  • Ability to facilitate high-level strategy workshops to diagnose root causes and align stakeholders on shared outcomes.
  • Excellent verbal and written communication skills and strong interpersonal relationship building skills.
  • Highly organized and able to manage multiple tasks and projects simultaneously.
Benefits
  • Flex working arrangements
  • Home office reimbursement program
  • Baby bonus & parental leave top up program
  • Online learning and networking opportunities
  • Electric vehicle purchase incentive program
  • Competitive medical and dental benefits
  • Retirement savings program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Service DesignSystems DesignJourney MappingService BlueprintingEcosystem MappingUser-Centered DesignResearchPrototypingAccessibility PrinciplesSystems Thinking
Soft skills
Strategic LeadershipInterpersonal SkillsCommunication SkillsOrganizational SkillsMentoringFacilitationCollaborationProblem SolvingStakeholder AlignmentUser Insights