Lead Service Designer - Contractor

👋 Greetings, future Lead Service Designer:

Embark on an exciting journey into the realm of user experience design with 3Pillar! We extend an invitation for you to join our team and gear up for a thrilling adventure. At 3Pillar, our focus is on crafting cutting-edge technologies that revolutionize industries. Do you want to craft an elegant, intuitive product design that delights users while achieving our clients’ business outcomes? 3Pillar is looking for a Lead Service Designer to join our growing UX Team. This person will be a key member of our global team, working directly with our US clients on mission-critical engagements.

The Lead Service Designer is responsible for ensuring that the design effort aligns with our client’s business objectives. In particular, this includes working closely with the 3Pillar engagement team and clients to create outstanding designs that delight the end users. The Lead Service Designer will work closely and partner with global delivery teams (Product Management, Engineering, and Program Management) to consult with clients on business challenges; deliver best-of-breed products using Agile practices; and drive growth.🚀💻

Key Responsibilities::
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Service Design Leadership: Lead end-to-end service design across complex, multi-channel environments, bringing structure to ambiguity and aligning teams around the client's strategic goals.

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Strategic Problem Solving: Define and frame complex service-level problem spaces, balancing user needs, business objectives, and operational constraints to shape impactful solutions.

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Service Architecture & Blueprinting: Create comprehensive service blueprints and journey maps that seamlessly connect frontstage customer experiences with the client's backstage processes and systems.

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Organizational Transformation: Support the client's transformation initiatives by connecting fragmented experiences to create more coherent, efficient, and user-centered services across the organization.

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Systems Thinking: Apply a systems-thinking approach to understand interconnected products and teams, identifying dependencies and risks within the client's service ecosystem.

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Stakeholder Influence: Partner with executive leadership and cross-functional teams (Product, Engineering, Operations) to drive alignment and influence decision-making through research-backed insights.

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Data-Driven Iteration: Use research, prototyping, and performance data to validate service concepts and continuously improve service quality and operational efficiency.

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Operational Modeling: Design scalable service architectures and operational frameworks that ensure high-quality delivery across the client's various touchpoints.

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Mentorship & Practice Growth: Mentor team members and evolve service design standards, tools, and methodologies to raise the overall design maturity within the client's organization.

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Strategic Delivery: Manage the full design lifecycle from discovery to implementation, ensuring all outcomes are feasible, scalable, and deliver measurable value to the client.

Minimum Qualifications::
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At least 5 years of experience in a client-facing UX position

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At least 3 years of consulting experience

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Expertise working with complex digital products, business logic, process, and a variety of clients

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Experience in organizational leadership, including experience working with and influencing teams and executive leads

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A strong track record of problem solving and a “roll up your sleeves” mentality

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Entrepreneurial spirit with the ability to see the bigger picture among the details

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Experience working with global teams

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Highly culturally aware

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Experience in facilitating workshops

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Relationship builder. Highly empathetic and collaborative, able to work across mid to senior-level stakeholders to drive decisions.

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Strong communication skills, including ability to explain, persuade, and take a large amount of information and distill it into a clear, concise message.

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Practical knowledge and experience in Agile practices and Lean methodologies to build best-of-breed products

What is it like working for 3Pillar Global?

At 3Pillar, we offer a world of opportunity:

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Imagine a flexible work environment – whether it's the office, your home, or a blend of both. From interviews to onboarding, we embody a remote-first approach.

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You will be part of a global team, learning from top talent around the world and across cultures, speaking English everyday. Our global workforce enables our team to leverage global resources to accomplish our work in efficient and effective teams.

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We’re big on your well-being – as a company, we spend a whole trimester in our annual cycle focused on wellbeing. Whether it is taking advantage of fitness offerings, mental health plans (country-dependent), or simply leveraging generous time off, we want all of our team members operating at their best.

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Our professional services model enables us to accelerate career growth and development opportunities - across projects, offerings, and industries.

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We are an equal opportunity employer. It goes without saying that we live by values like Intrinsic Dignity and Open Collaboration to create cutting-edge technology AND reinforce our commitment to diversity - globally and locally.

Join us and be a part of a global tech community! 🌍💼 Check out our Linkedin site and Careers page to learn more about what it’s like to be part of our #oneteam!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.