Senior Service Designer (m/f/d)

Purpose & Overall Relevance for the Organization:

As a Sr. Service Designer at Global Sales you are responsible for the quality and strategic impact of the consumer experience work, related to small or medium size digital products. Together with the agile teams and relevant stakeholders you work on continuously improving and evolving the product in order to optimize the value for the consumer.

You will be cooperating with various internal stakeholders, including Markets and other DSS/ Digital areas to drive consumer engagement and satisfaction, as well as incremental revenues by delivering consumer-centric digital experiences. Additionally, you will play an active role in communicating the value of service design and in improving our CX approach including our service design methods and tools.

Key Responsibilities

• Be accountable for enabling the product and feature teams to successfully consider the value for the consumer and the company (ROI).
• Specify the vision and roadmap delivering excellent consumer experiences.
• Be accountable for service design related work package delivery in line with the roadmap and committed delivery dates.
• Represent and embed CX and service design in each product area, fostering strong relationships with key stakeholders to ensure that their views and requirements are captured.
• Drive the process of co-creation by taking the lead in elaboration of ideas, concepts, journeys, blueprints; driving development and testing of prototypes and developing high quality presentations.
• Deliver training and supporting material to drive usage and adoption of service design tools within the respective teams and functions
• Lead or significantly contribute to spot service design opportunities in the organization, create proposals for CX involvement in projects and secure buy-in.
• Use available data sources to gain meaningful consumer feedback to ensure the teams are focusing on the right enhancement.
• Take ownership for Talent Management processes, in order to grow, develop and retain talents.
• Promote a high-performance culture by setting clear expectations and individual goals.
• Translate the company goals into team specific actions and business plans. Control and monitor performance and results

Knowledge, Skills and Abilities:

• Strong visual design and storytelling skills; ability to ‘think visually’ and to create quick prototypes and mockups for testing
• Experience in maintaining a style guide or design system and strong ability to create and maintain visual design artefacts such as low and high-fidelity prototypes and mock ups, journeys and blueprints, illustrations, layouts and diagrams
• Strong methodological knowledge in the areas of CX, service design and human-centred design
• Great communication skills brimming with a human-centric mentality, comfortable presenting to stakeholders across all levels of the organization both in person and remotely
• Ability to expertly apply all aspects of service design to specific challenges, regularly leading others in the application of the methods
• Strong advocate for best practices in CX and service design theory and practice, both within our team and the larger adidas community
• Ability to be “mentally agile”; to analyse, reframe and think on both a holistic and a detailed level; to think through human and rational lenses, being able to switch between the two, and know when to switch
• Sound experience of applying the design process in agile & cross-functional teams
• Ability to influence key decision makers and instil consumer-centricity into our decision-making processes
• Strong ability to conduct user research, identify consumer and user insights and translate these amongst other trends and business requirements into meaningful and captivating value propositions
• Comfortable working with enterprise-level platforms and technologies
• Fluent in English both verbally and written

Requisite Education and Experience / Minimum Qualifications:

• Degree with focus on Service Design, Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
• 6+ years of experience working in a Service Design environment
• Experience working with stakeholders and experts at various organizational levels