Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
As part of the Global Product Design Organization, the Senior Service Designer (UX Researcher) plays a key role in shaping the user experience by driving research to provide user insights that will inform product design, service design, and strategy. As a service designer, you will collaborate with designers, product stakeholders, developers, Business leaders, sales, and customer support to conduct high quality research to understand service touchpoints, internal processes, and user journeys. We strive to learn and understand our users’ needs and behaviors to help create useful, usable, and engaging products, features, and services.
You should have a deep understanding of design thinking and service design practices. You will conduct discovery methods, such as facilitating workshops and interviews, to provide research findings on service experiences and system mappings. You will also play a key role in promoting end-to-end service solutions that produce cohesive experiences. In this role, you will be instrumental in influencing business strategy by highlighting the processes and challenges within experiences that span multiple touchpoints, channels, and countries, and creating future-state solutions.
What Part Will You Play?
Facilitate co-creation workshops and create service blueprints
Obtain a holistic view of an existing end-to-end process with the ability to envision and communicate its ideal future state via business strategy, analytics, and user experiences
Develop an understanding of product ecosystems and limitations to identify focus areas for improvement
Ability to apply logical thinking to solve complex problems on a systems level
Promote service design methods and perspectives through various presentation styles
Ability to communicate and collaborate across diverse geographies, functions, and lines of business
Share research findings and recommendations to diverse audiences through written documentation and oral presentations
Understand and translate business requirements and constraints into research initiatives
Create personas and user journeys to better understand our end users
Create user research test plans and protocols
Collect and analyze user needs and behaviors via qualitative research (i.e. stakeholder and user interviews, surveys, field visits, usability testing, remote testing)
Collaborate with designers and product managers to prioritize research findings in a fast-paced environment
Keep abreast of industry and user experience trends, and best practices and promote research within the team
What Are We Looking For in This Role?
Required Qualifications
Bachelor's degree in Anthropology, Human Computer Interaction (HCI), Sociology, Psychology, Industrial Design, Interaction Design, or related field or practical experience
Minimum 3 years relevant work experience within user experience, service design, product design research, experience design, or related field
Experience with research design utilizing various methods, such as foundational research, persona creation, contextual inquiries, journey maps, surveys, usability studies, service blueprints
Strong background and proven record in implementing design thinking methodology
Strong ability to synthesize complex information from various sources to uncover the details in the big picture and make connections between other business initiatives
Experience creating service blueprints and user journey maps, and other service design methods (i.e. ecosystem loops, concept walkthroughs, impact journeys)
Experience creating and/or collaborating on user stories and information architecture
Ability to work through ambiguity and solve complex problems
Ability to make decisions and adapt based on understanding of business goals, needs, and challenges
Ability to effectively communicate & collaborate with Senior Leadership
Must be self sufficient and be able to navigate project constraints and complexity
Must have excellent time management skills: be able to handle multiple projects at one time and prioritize needs and projects
Must be a collaborator and team player
Preferred Qualifications
Degree (MS/BA/BSc) in a related field
Preference for 4 - 5+ years of experience, but open to less experienced individuals who can demonstrate strong knowledge and skill set
Knowledge of Salesforce a plus
Experience with sales process a plus
What Are Our Desired Capabilities?
Strong ability to empathize with users
Strong understanding of the strengths and shortcomings of different research and design thinking methods, including when and how to apply them during the product life cycle
Knowledgeable and have a deep understanding of the user-centered design process
Experience with remote research tools (i.e. UserZoom GO, UserTesting)
Excellent visual, written, and oral communication and presentation skills
Self-starter who takes initiative
A strong eye for detail, initiative and committed to delivering high quality work independently or as part of a team
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.