Senior Service Designer

Who are we?

Equinix is the world's digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.

Job Summary

In this role, you will be a part of growing Global Service Design team within Equinix to co-create the experience of transformation for our customer journey stages (customer support experience) being a part of DIO (Digital Innovation Office) in Equinix. In this role you will be responsible for implementing enterprise design thinking principles and service design methodologies to improve the customer experience across all touchpoints.

You will work closely with cross-functional teams to understand customer needs, identify pain points, and develop solutions that drive business growth and customer satisfaction.

You will work in a squad model with UX Researcher and UX Designer along with the support and leadership of Senior Service Design Manager and alignment with Service Designers managing the other parts of Equinix customer journey across 4 different regions. You will have the opportunity to develop your skills in service design methodology in practice, working close to business strategies and KPI's, simultaneously being hands on discovery strategy, designing frameworks, and AI-first solutions.

Your aim will be to share the facilitation skills in communication and north-star envisioning with stakeholders across the organization.

Responsibilities

• Working with a specific product team connected with Employee Experience team stakeholders across Equinix
• Interacts with stakeholders to determine requirements and set expectations of UX Research, UX Design and Service design deliverables based on scope, level of efforts, timing to create prototypes, wireframes and other design solutions
• Strong collaboration skills with ability to promote communication and teamwork to play a proactive role to explore, ideate, validate, and socialize solutions
• Applies critical thinking to a variety of sophisticated user problems, considering user needs, business objectives
• Lead the North-Star vision work for the given customer journey stage along with experience strategy
• Develops a range of Service Design deliverables, including customer journey maps, blueprint maps, desk research reports, documentation using industry-standard tools
• Leverages Design Thinking and Service Design methodologies to build shared understanding and buy-in on user "jobs to be done" and the downstream UX investment to support those "jobs"
• Able to support UX Research team with discovery and research strategy, supporting to conduct user research, including ethnographic studies, service safari's, usability testing, and other qualitative and quantitative research methods, to inform design decisions
• Shows high facilitation skills, develop and deliver training programs to increase awareness and adoption of service design methodologies across the organization
• Co-Leads the development and implementation of service design strategies that drive innovation and improve the customer experience
• Works with cross-functional teams to identify and prioritize customer needs and pain points
• Defines and measure key performance indicators (KPIs) to assess the impact of service design initiatives on business outcomes
• Being an ambassador of sharing the up-to-date knowledge about industry trends and best practices in service design, customer experience, and design thinking to support service design interconnections within different teams
• Strong presentation skills to deliver solutions in the well-prepared speech
• Being able to identify, envision the role of AI in customer journey solutions and services

Qualifications

• 6+ years of professional Service Design
• Proven experience in designing services or working in service-based companies
• At minimum Bachelor's degree required / certification in Service Design or Business/ Experience Design/ Product Design/Management
• Master's degree in Service Design, HCI, Interaction Design or related field of study is highly preferred
• Strong knowledge of service design principles and methodologies, including customer journey mapping, service blueprinting, and service prototyping
• Proven track record of leading successful service design initiatives that drive business growth and customer satisfaction
• Experimental mindset - How might we hire AI to solve our customers jobs to be done?
• 5+ years of product design work for enterprise software products and services
• 5+ years of experience in facilitation, workshop/trainings delivery
• 5+ years of experience using Figma, Sketch, Miro, Mural and InVision or similar (low or medium level needed)
• 5+ years of using Miro and/or Mural on professional level
• 3+ years of experience using Figma, Sketch or similar (low or medium level needed)
• Experience working in a global or cross-functional environment is a plus

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 131,000 - 181,000 CAD / Annual

United States - Dallas Infomart Office DAI : 136,000 - 204,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

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This posting is a new position within our organization.