Product Design Consultant

Product Design Consultant

On behalf of our client in the Professional Services Sector, PROCOM is looking for a Product Design Consultant.

Product Design Consultant – Job Description

• Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design

• Ability to identify complimentary service design projects when presented with product partner plans and timelines

• Own the scoping, planning (including partner identification, deliverables, and timeline), and delivery of service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations

• Actively develop and foster strong working relationships with cross-functional internal partners

• Lead co-creation sessions with cross functional stakeholders to define customer journey, service strategy, and build service blueprints for new offerings

• Systematically identify, prioritize and plan for elimination of identified areas of risk or unhappy paths in the service model

• Translate the optimal service experience into simple processes and training requirements to deliver to our learning and development partners and enable our service delivery teams to execute with ease and efficiency

• Define KPI and success metrics for the experience to evaluate impact

• Monitor KPI and service design adoption to inform design solutions to improve the experience or add efficiency through process or tools

• Utilize KPI, VOC and customer data to inform solutions to add efficiency and improve customer outcomes through re-design of user experience, business processes, and better collaboration across systems for our services

Product Design Consultant – Mandatory Skills

• Comfortable working primarily independently, but knowing when to check-in and ask for input, feedback, or support

• Customer obsessed, design thinking driven, user centric with passion for excellence

• Skilled at imagining the future and visualizing service concepts to generate excitement across the organization - Comfortable in both broad and undefined spaces and working with varying levels of product maturity

• An agent for change, highly proficient with experimentation and launch of major features

• Effective at communication and presentation with expertise conveying ideas and concepts through storyboarding, wireframing, and prototyping

• Strong collaborator with experience using Mural, Figjam and other collaboration tools to facilitate co-creating the service blueprint with cross functional teams

• Someone with 5+ years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world

• An expert in design thinking/human-centered design, customer journey mapping, service blueprints and continuous service improvement methodologies

• Familiar with software development life cycle models and project management principles and practices

• Own the scoping, planning (including partner identification, deliverables, and timeline), and delivery of service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations

• 5+years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world

• Deep expertise in design thinking/human-centered design, customer journey mapping, service blueprints and continuous service improvement methodologies

Product Design Consultant - Nice to Have Skills

• Experience with design research - coming up with research plans, recruitment, synthesis

• Knack for visual design, and ability to create beautiful, informative data visualizations such as journey maps, blueprints, lo-fi service prototypes

• Experience as an in-house service designer for a software company

Product Design Consultant- Assignment Start Date

ASAP – 17 months to start

Product Design Consultant - Assignment Location

Toronto, ON – Work Remotely