Principal Product Designer, Service Design

About the position

We’re looking for a Principal Service Designer with an affinity for understanding and empathizing with customers, and a deep desire to create smooth and sustainable experiences for them. In this role, you'll work closely with our cross-functional teams to improve the experience of restauranteurs, staff, and guests. This role will work across our experiences in Point of Sale (POS), Kiosk, Server experiences, Kitchen experiences, and more. As the Principal Service Designer, you will play a key role in shaping the end-to-end customer journey, identifying pain points, and spearheading impactful improvements. If you are a strategic thinker who loves being immersed in complexity, a passionate advocate for user-centered design, and have a robust track record of delivering remarkable service experiences, we would love to hear from you.

Responsibilities

• Lead the service design process, from defining the problem and identifying opportunities to recommending and implementing tangible service improvements.
• This includes researching, coming up with ideas, leading workshops, creating prototypes, and enhancing services.
• Collaborate with cross-functional teams to improve the end-to-end customer experience for restaurants, staff, and guests.
• Conduct discovery research to gain insights into customer needs, pain points, and behaviors related to the service experience.
• Analyze and synthesize research findings to identify service design opportunities and develop innovative solutions.
• Create and maintain service blueprints, customer journey maps, mental model diagrams, and other visual artifacts to illustrate the current and future state of the service.
• Develop and iterate on service prototypes, ensuring they align with customer needs, business goals, and technical feasibility.
• Champion a customer-centric design approach and bring stakeholders along with engaging workshops and compelling storytelling.

Requirements

• Proven experience applying service design thinking to end-to-end customer experiences in complex organizations.
• Well-developed knowledge of service design principles, methodologies, and tools, with a track record of applying them successfully.
• Expertise in research and analysis, with the ability to extract actionable insights from data collected across customers and internal stakeholders.
• Excellent problem-solving skills and systems thinking, with the ability to untangle and distill complex problems into understandable solutions.
• Proficient in communication, teamwork, and running meetings. Must be able to clearly explain design ideas and their reasons to everyone, including staff from different departments.

Nice-to-haves

• Experience in the hospitality or restaurant industry, with a deep comprehension of its unique challenges and opportunities.
• Service design experience for B2B SaaS companies serving small businesses.
• Experience with data visualization and analytics tools to derive insights and inform service design decisions.
• Experience working with hardware and software experiences.

Benefits

• Competitive compensation and benefits programs.
• Cash compensation (overtime, bonus/commissions if eligible).
• Equity.
• Health benefits.