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Service Design Program Leader - Remote Opportunity

Company: Pitney Bowes
Location: Austin
Posted on: May 3, 2021

Job Description:

At Pitney Bowes, we do the right thing, the right way.

As a Service Design Program Leader for Pitney Bowes, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

At Pitney Bowes we are committed to creating exceptional client experiences aligned to our brand promise. The Experience Design team plays an important role in accelerating a "client-obsessed" culture across PB, in part by enabling employees with human-centered design skills, and in part by providing experience and service design expertise to key business programs. The Client-Centered Innovation Program Leader will work closely with the Experience Design team to apply design thinking across end-to-end client experiences and scale design thinking across the company.

The Client-Centered Innovation Program Leader will report to the Director of Client Experience.

You are:

A top-notch service designer (design thinker/human-centered designer) who believes that everybody can learn to do service design and wants to help drive a human-centered culture transformation. With one hand, you can lead cross-functional teams to innovate with service design, and with the other, you can lead a program to build service design skills in cross-functional teams. You're an indomitable and collaborative team-player who orchestrates world class experiences for clients and employees to drive company culture, client loyalty, and business results.

You will:

Lead cross-functional teams to adopt service design approaches, driving human-centered business outcomes and organizational culture.

  • Lead cross-functional teams in applying service design to innovate new or improve existing end-to-end client experiences
  • Support projects from the fuzzy front-end through solutioning, with emphasis on the fuzzy front-end
  • Facilitate service design workshops
  • Help teams incorporate PB Experience Principals into their work
  • Coach individuals from a variety of backgrounds to develop as design thinkers

Lead the Client-Centered Innovation Program (CCIP), an internal program that upskills cross-functional employees in the fundamentals of service design (also called design thinking or human-centered design).

  • Set the strategy, priorities, and approach for strengthening, scaling, and sustaining the Client-Centered Innovation Program, and execute the strategy
  • Serves as the "face" of the CCIP program and ambassador for service design. Actively practices service design and welcomes others into the fold.
  • Works with Director of CX to manage participant pipeline, execute training workshops, and execute continuing education programs
  • Applies service design to the CCIP itself, using research and design approaches to ensure human-centered experiences and world-class learning outcomes for program participants
  • Tells stories about outcomes to CX Leaders, CX stakeholders, and the broader organization to convey, convince, and inspire.
  • Works with Director of CX to identify program Objectives and Key Results and execute program measurement strategies.
  • Supports and creates human-centered experience for internal design thinking instructors
  • Collaborates with external partner to scale and build the program

Your background:

As a Service Design Program Leader, you have:

  • 8 years of experience in a related field along with a portfolio of past service design (design thinking, human-centered design) work
  • Top-notch service design prowess, matched only by your humility, flexibility, and openness to new ideas
  • A strong belief that anybody from any background can learn service design fundamentals - it brings you joy to help others build the skills you already have
  • Strong experience across all service design phases, with emphasis on client research, synthesis, problem-framing, experience visioning, and journey orchestration
  • Strong facilitation and co-creation skills - ability to lead groups through activities toward specific outcomes
  • Superior people skills - ability to empathize with, collaborate with, influence, and ignite passion and curiosity in cross-functional teams who are new to service design
  • Clear, articulate, and persuasive storytelling and communication skills
  • Executive presence
  • Some project management experience
  • BA/BS degree in Service Design (e.g. interaction, graphic, product, industrial), HCD, design thinking, psychology, anthropology, or a related field or equivalent practical experience.

Preferred qualifications:

  • Experience in teaching, adult learning, curriculum development, or managing a skill development program
  • Ability to serve as a service design instructor

We will:

  • Provide the opportunity to grow and develop your career
  • Offer an inclusive environment that encourages diverse perspectives and ideas
  • Deliver challenging and unique opportunities to contribute to the success of a transforming organization
  • Offer comprehensive benefits globally (

Our Team:

The Experience Design team is a talented and high-energy team who live and breathe creating amazing end-to-end human experiences for clients and employees. We continually challenge the status quo, and each other, to define and adopt best practices and respond to feedback. With internal brand-recognition for our innovation and facilitation expertise, we drive corporate-wide focus on clients.

Keywords: Pitney Bowes, Austin , Service Design Program Leader - Remote Opportunity, Other , Austin, Texas

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