Senior Interaction & Service Designer - Customer Support Tools

The Team:The UX team is responsible for uncovering insights about our users’ needs and goals! We translate these insights into valuable and highly usable solutions and experiences! Through UX research and design, we accelerate our users’ complex workflows every day by creating innovative experiences across desktop, mobile, hardware, software, and service. We are a team of researchers, interaction designers, visual designers, prototypers, and technical writers who partner with product and technology to shepherd Bloomberg's design vision into reality!We are looking for an experienced designer proficient in both Interaction and Service Design for the Bloomberg Employee Productivity team. This team has a passion for making complex systems intuitive and valuable, and drives the design of internal tools and services used across Bloomberg’s global organization to support product sales, customer service, and the workplace experience. By investing in employees’ user experiences we promote innovation and operational efficiency, ensuring Bloomberg delivers the highest quality products and services to its financial customers. As a member of the team you will closely partner with end users and subject matter experts and take ownership of a domain to envision and craft conceptual frameworks, interaction design, touchpoints, and the overall user experience of products and services.We’ll trust you to:

Use your analytical and conceptual thinking to translate user needs, business objectives and technology capabilities into innovative design

Lead all aspects of the design process from user research using qualitative and quantitative methods, conceptualizing, storyboarding, detailed design and working with engineering teams on implementing designs

Collaborate with business teams to adopt a user centered process and ground design decisions in a detailed understanding of the customer’s workflow and needs. This would include conducting workshops with business teams, subject matter experts, and engineering. Additionally, collaborating with engineers to support the build of products as per design specifications

You’ll need to have:

4+ years of experience as a UX or Product designer

A Bachelor’s or Graduate Degree in HCI, Interaction Design, Information Architecture, Visual Communication, or any design-related field

A track record of applying common User-Centered Design practices and tools to tackle tough design problems

Experience with designing complex user workflows, decision-support systems, large dataset visualizations and framework-level interactions, information architecture, graphic/visual design, usability research/analysis

Project management skills to see projects through the design lifecycle from start to release. This includes the ability to independently identify what information you need and form and execute a plan to retrieve it

Service design experience including service blueprinting, journey mapping, and measuring business outcomes from updates to business processes and/or technologies

Exceptional presentation and communication skills

Willingness to mentor design team members

We’d love to see:

Knowledge of industry leading customer service platforms or experience working on customer support tools & processes

Market research and experience with build or buy evaluations a plus

Experience successfully coordinating requirements gathering, setting direction, and defining success criteria with stakeholders

Experience delivering solutions iteratively and negotiating implementation details

Experience managing multiple projects across a large group of stakeholders

Strong communication skills to explain design rationale and process to partners

Portfolio:For this position, we are interested in reviewing two of your design projects containing:

Complexity - We'd like to see elegant and simplified solutions to complex challenges. The more complex the problem, the better.

Full Process - Detailed artifacts from your overall UX process in each project - but not be limited to: research, personas, sketches, site maps, task flows, wireframes, storyboards, journey maps, service blueprints, etc. We’d also like to understand how you collaborated with your stakeholders.

Task Flows - One project should have an intricate user interface that will explain your design decisions in detail.Designs from this project should contain detailed task flows showcasing the user going through the product you designed at each step in the workflow.

Service Design - One project should contain a service design effort which includes a journeymap or service blueprint that was required to frame a common understanding of complex support or service processes.

The materials are best submitted in a comprehensive deck so that we can follow the story, or posted to your portfolio website with password protection.Please do not, without proper consent, share or disclose to Bloomberg any confidential or proprietary information that you may have obtained in connection with employment with any other employer, or which may be considered the Work Product of any another individual or entity.Salary: 160000,210000,USD,Annual