Service Designer at Sealed Air

Sealed Air is looking for a Service Designer to manage their omnichannel experience by translating customer insights and needs, making product recommendations, and executing in an agile delivery lifecycle.

Qualifications

• 4+ years of service design or related experience (CX Specialist/ Designer/ Researcher/ Analyst with omnichannel experience, Operations specialist and managers)
• Portfolio demonstrating creativity, process, and innovation in CX and visual design
• Experience using design tools such as Figma, Sketch, and/or Adobe XD
• Participation with cross-functional teams.
• High-level understanding of how current coding languages are used to build modern digital products and websites (e.g. HTML, CSS, React/Angular/Vue)
• Ability to work within a modern Agile/Scrum/Software delivery lifecycle
• Track record of successful client or project outcomes

Job Summary

Sealed Air Corporation is a knowledge-based company focused on packaging solutions that help our customers achieve their sustainability goals in the face of today’s biggest social and environmental challenges. Our portfolio of widely recognized brands, including CRYOVAC® brand food packaging solutions and Bubble Wrap® brand cushioning, enable a safer and less wasteful food supply chain and protect valuable goods shipped around the world. 

Sealed Air is looking for a Service Designer to manage their omnichannel experience by translating customer insights and needs, making product recommendations, and executing in an agile delivery lifecycle.

Responsibilities

• Understand and map out internal processes, systems, and resources according to personas
• Journey maps
• Service blueprints
• Ecosystem maps
• Adept with modern design tools (Miro, Figma, Axure, etc.) to create illustrative artifacts that connected omnichannel customer experiences and supportive service blueprints.
• Translate customer data and insights into artifacts for product and business for digital products that provide shape and context to the customer experience (Customer Service data, voice of customer data, transactional data, etc.)
• Work with researchers to design and conduct qualitative and quantitative studies that connect business goals with customer needs and preferences
• Create future state artifacts that represent ideal state compared against prioritized roadmap
• Create proof of concepts to validate with customers and business and technical stakeholders

Key Capabilities and Mindsets

• Empathizing – Ability and desire to understand and think like your internal and external customers
• User-Centered Approach – Discipline to always better understand impact on, advocate for, and educate the value of putting users in the forefront of decisions and direction
• Business Acumen – Comfort with business strategy and understand business goals in order to translate and connect business outcomes with user outcomes 
• Conceptualizing – Ability to fluidly help teams find the right balance between business and customer outcomes while balancing technical complexity
• Communication – Ability to and comfort with communicating at all levels of an organization and with external audiences 
• Courage – The product user or customer is often an afterthought; therefore, you must have the courage to advocate for the user especially when others are not
• Influencing – Ability to build relationships and trust with others in order to build goodwill to effectively educate and showcase the value of users
• Dynamic – Ability to jump between products to understand situation, support needed, and when to directly help or delegate