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Sr Designer, Service Design (375337BR)

Customer Service

Customer Service



Texas, United States

IntroductionThe Senior Designer is empathic to and is a champion for the people who use our products and services. They create delightful experiences through crafting the emotional design through the influence of visceral impact, behavioral influence, and reflective consequence. They are responsible for the purpose, planning, or intention that exists behind an action, fact, or material object. Their design must reflect the practical and aesthetic in business, but above all, must primarily serve the people (the employee Influences the functional strategy).Your Role and ResponsibilitiesThe Senior Designer has professional knowledge of function, business unit or country operations. They understand organizational resources, priorities, needs and policies. They use problem solving techniques to analyze complex/new situations, anticipate potential problems and future trends, assess opportunities, impacts, and risks. They leverage communication and negotiation styles to guide other professionals and adapt to conclude negotiations with various partners, resulting in common agreements.The Senior Designer is recognized as an expert in their field. They lead multi-functional teams or conduct special projects/department(s) with a vision of the functional or unit mission. They influence people and organizations when issues are complex/difficult and require considerable diplomacy often where no precedent exists. They have considerable latitude in responsibilities to define and decide on tools, processes, priorities, and resources following general business unit directives.The Senior Designer has impact on the business and is accountable for projects or programs involving multi-functional, country-wide, or regional teams. They are responsible for overall functional program success and are subject to business measurements, impact customer satisfaction, and impact functional, business unit, or country costs or expenses.Required Technical and Professional ExpertiseMinimum 8-10+ years of overall experience in IT services including and knowledge of the service industry's standard experiences.Preferred Technical and Professional ExpertiseDesign ResearchCollaboratively develop business strategy through design research and experimentationEnsure that design research is present throughout the organization and informs team deliverablesIdeationCreate new value for customers and usersBrainstorm with teams to think divergently and strategicallyPrototypingExperiment around the conditions teams need to succeed using design thinking approachesScopingOrganize teams around design thinking hillsPrioritize user experience metrics alongside business goalsSynthesisTake steps to foster a sustainable culture of design thinking within a particular organizationUnderstand the landscape of your organization and where to focus design thinking initiativesStorytellingElevate the consideration of diversity while forming and maintaining teamsShare success stories of user-centered outcomes delivered by teamsInternalize the Enterprise Design Thinking approach and speak to it in various contextsCollaborationEmpower teams to deliver quality experiences quickly and reliablyAlign organizations through cross-team enterprise-wide design thinking playbacksWork with coaches and advocates to create healthy design thinking ecosystemsScalingDrive measurable change across your organization toward the adoption of enterprise-wide design thinkingInspire individuals though people-centered goals and expectationsAbout Business UnitAt Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.We consider qualified applicants with criminal histories, consistent with applicable law.IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.