Design
San Francisco

Senior Service Designer

Why join frog?

Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience through design, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and design innovative, sustainable solutions that touch hearts and move markets. frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to Make Your Mark on every project, in your studio, your community—and the world at large.

Why join frog?

Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience through design, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and design innovative, sustainable solutions that touch hearts and move markets. frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to Make Your Mark on every project, in your studio, your community—and the world at large.

What will you be doing?

Senior Service Designers are responsible for the design of  practical, functional and desirable digital services that make sense within the context of a customer’s business objectives and technology roadmaps. We expect you to be great at gathering and utilizing business and customer insights, to have the ability to reframe service challenges, articulate opportunities, define strategies, create concepts and lead the development of innovative new services from initial brief to delivery.

frog works with a diverse range of customers. This diversity inspires you to adapt your approach for each project’s unique requirements. Your passion is to build services that create competitive advantages for our customers and provide unique experiences to end-users. You fluently combine human, business and technology viewpoints, and master customer listening. You are familiar with leading contextual user research, mapping user experiences and customer journeys as well as leading co-creation workshops, idea generation, prototyping as well as blueprinting service solutions.

As a Senior Service Designer, you are expected to represent depth in the craft of service design: as an individual contributor, as a mentor and guide for more junior colleagues, and as a contributor to the global community of practice. You will often be the backbone of your projects from beginning to end. You will plan, prioritise, and deliver service design activities autonomously, in the context of interdisciplinary projects. You will lead client conversations within your domain, providing articulate recommendations and helping guide client choices. You will have opportunities to lead small teams on projects and contribute to business development through proposal-writing and pitches.

Your fellow frogs will rely on you to:

  • Champion a wholistic, multi-channel perspective
  • Advocate for the service providers and the business, alongside the service users
  • Understand and map complex service ecosystems
  • Plan the ideal experience for every touchpoint and failure, never leaving anything to chance
  • Own the articulation of the end to end cross channel experience and how it is delivered by the organisation
  • Recommend the right service design frameworks to support delivery
  • Lead in the prototyping of service experiences
  • Advocate for service design as a practice within frog and the wider design community

On a typical project you will:

  • Plan and conduct qualitative and quantitative research with users, service providers, partners and other key stakeholders
  • Analyze services to uncover failures and their root causes
  • Understand the supporting systems and organisational structures that underpin services
  • Design service strategies to improve existing services that are informed by research
  • Design and iterate on service value propositions
  • Lead experiments and design sprints to rapidly test and iterate service prototypes
  • Design and support the delivery of co-creation workshops
  • Design multi-channel service touchpoints
  • Prototype new service interactions (digital/physical mock-ups of touchpoints, service scripts, pilot protocols etc.)
  • Implement changes to existing services
  • Support the implementation of new services, helping to prioritize features for MVP, developing pilot blueprints and providing simulations of specific service touchpoints
  • Establish metrics for new or existing services
  • Manage key client relationships
  • Mentor and develop other designers

We want you to have:

  • 4+ years of professional experience as a service designer (although you might have had a different title like “design strategist”, “design researcher” or “business designer”
  • Experience as service designer for digital services
  • Experience with service design tools and methods
  • Experience designing and delivering qualitative and quantitative research
  • Excellent presentation and communication skills, both written and verbal
  • Creative and strategic thinking capability
  • Experience in working with creative people and environments
  • Experience with high-level customer engagement
  • Affinity with frog’s values

It would be a bonus if you had:

  • A university degree in Service Design or a related design discipline
  • Experience working in a variety of organizations (start-up, corporate, agency/consultancy)

Equal Opportunities at frog

frog is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.

Equal Opportunities at frog

frog is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.

frog is a global business with teams working from every corner of the world. To help us process your application, please ensure that your application documents (CV, cover letter, portfolio, etc.) are all in English.