Senior Service Designer

Company: BENTLEY SYSTEMS, INC.
Location: Washington
Posted on: February 5, 2025

Job Description:

Select how often (in days) to receive an alert:Senior Service DesignerLocation: Office-Based, Hybrid or Home-Based CanadaPosition Summary:We are seeking an experienced and visionary Senior Service Designer to join our Global Digital Design team. As a Senior Service Designer, you will take a leadership role in crafting and optimising end-to-end service experiences that align with both user needs and business objectives. You will oversee 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. Collaborating with cross-functional teams, you will ensure that every touchpoint we create delivers a smooth, efficient, and delightful customer experience across a global landscape.Your Day-to-Day:

• Lead the design and enhancement of end-to-end service experiences, 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.
• Develop and oversee comprehensive service blueprints, customer journey maps, and process flows to visualize and enhance the entire customer experience.
• Collaborate with UX/UI designers, product managers, researchers, developers, and digital marketers to integrate service solutions across all digital and physical touchpoints.
• Plan and lead workshops with teams and stakeholders, fostering a culture of innovation and collaboration.
• Conduct and oversee user research, leveraging insights to inform service design decisions and uncover opportunities for innovation and improvement.
• Identify and resolve holistic pain points, ensuring an efficient and cohesive experience for users across channels.
• Apply advanced design thinking methodologies to address complex business challenges, providing solutions that improve customer engagement and satisfaction.
• Advocate for service design principles within the organization, promoting the value of a holistic, user-centered approach.
• Continuously iterate on service designs based on feedback, testing, and performance data to enhance usability and efficiency.
• Collaborate with global teams to ensure services are adaptable and meet the needs of diverse markets worldwide.What You Bring to The Team:
• Bachelor's degree in Design Thinking, UX Design, or a related field.
• 6+ years of experience in Service Design, UX Design, or a similar role, with a strong portfolio of service design projects.
• Proven experience designing and leading the development of service blueprints, customer journey maps, and end-to-end service flows.
• Deep understanding of both front-stage customer experiences and back-stage processes and technology, ensuring cohesive service experiences across all channels.
• Extensive experience conducting and overseeing user research and applying insights to improve service design.
• Excellent communication and collaboration skills, with a proven ability to lead cross-functional teams in a global environment.
• Strong problem-solving skills, with a user-centered approach to addressing complex design challenges.
• The ability to simplify complexity and communicate simple, compelling stories to a broad range of stakeholders, propelling solutions forward.
• Proficiency with design tools (e.g., Figma, Sketch) and prototyping software, along with advanced knowledge of UX research methodologies.
• Experience working with global teams and designing services for diverse, multi-regional markets is a plus.What We Offer:
• Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success.
• An attractive salary and benefits package.
• Bentley Impact Day: take a day off from work to volunteer with an organization of your choice.
• Celebrate milestone achievements and moments that matter through our colleague recognition award programs.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• Be part of a company committed to making a real difference by advancing the world's infrastructure for better quality of life.About Bentley Systems:Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world's infrastructure - sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of various infrastructure projects. Bentley Systems' 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.
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Keywords: BENTLEY SYSTEMS, INC., Towson , Senior Service Designer, Other , Washington, Maryland