Service Designer Jobs

Looking for a company that encourages passion, courage and creativity, where you can be on the team crafting the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay!

The Service Designer Role will join a global service design team that is crafting a positive impact for our customers, driving a consistent experience in GCX (Global Customer Experience) with the customer at the heart. This role will work within established standard methodologies in our approach to supporting the customer in eBay. Working cross functionally, an understanding of the business needs and customer journey is crucial. In this role you will deliver an engaging world class service experience in line with our service vision and business strategy!

Responsibilities

• Be a creative problem solver who can put ideas into practice, leveraging fast and experimental approaches to testing solutions.
• Play a key role on initiatives to influence the customer journey and experience.
• Working collaboratively across GCX (and GSD, Global Service Delivery) product and policy owners to bring the experience to life.
• Work within a consistent and global design framework to guide service efforts.
• Crafting the base service and differentiations where needed.
• Use design research techniques to uncover customer needs and struggles; bring to bear insights to help craft the best customer journey and bring the voice of the customer to the table.
• Develop partnerships with GCX leaders, CS Tech leaders and industry experts to build a compelling service experience vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to life.
• Own the service design deliverables within a project such as service concepts, blueprints, and other service design artifacts.
• Partner with product / policy initiative to influence Customer Experience.
• Work on critical initiatives for GCX in a service design capacity.
• Understand, analyze, and map sophisticated journeys and processes.
• Helps to identify potential requirements through a human centered design approach.
• Understand how Growth & Product objectives and customer goals impact on GCX critical metrics.
• Be able to tell the customer story – through bringing all elements across the experience together to build an end-to-end understanding for wider teams. Help cut through the complexity.
• Build and design the key service experiences in GCX (how a customer seeks help, channels, hours of operation, assisted contact experience etc.).
• Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery.

Requirements

• Knowledge of existing and emerging service design tools and methods.
• Strong change management and partner management skills
• Able to communicate sophisticated technical topics in clear layperson’s terms, both verbally and in writing
• 2+ years' experience working with global teams in an Agile environment
• Demonstrates understanding and creativity in the use of technology to enable business improvements
• Design thinking advocate
• Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
• Experience with Service Design Tools like Figma and Lucid is preferred
• Track record in delivering service design solutions in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain.
• Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to life
• 5+ years’ experience in service design in a customer experience environment
• Passionate about service design creating human-centered services; a true customer-advocate

Benefits are a crucial part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely a diverse set of backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

The pay range for this position at commencement of employment in California, Washington, or New York City is expected in the range below.

$106,800 - $162,800

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

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