Overview:
At GitLab, Service Design is a discipline within User Experience Research (UXR). Service Designers collaborate with Product teams and stakeholders in the business to design and optimize end-to-end experiences across products, ensuring users can successfully achieve their goals throughout their lifecycle with GitLab.
What you'll do:
- Design and enhance end-to-end user experiences by identifying pain points, optimizing journeys, and ensuring consistency across touchpoints
- Develop and implement service design frameworks for end-to-end journeys and the entire user lifecycle, considering complex personas and user segments
- Collaborate with product, engineering, and business teams to align on service design solutions and drive execution
- Leverage user research, stakeholder input, and operational data to validate and refine service improvements
- Prototype, test, and iterate service concepts to enhance interactions, streamline processes, and improve service effectiveness
- Support implementation and change management by working with operational teams on roadmaps and frameworks
- Lead strategic service design initiatives, identifying opportunities for innovation and system-wide optimizations
- Establish and evolve service design methodologies, ensuring consistency and scalability across the organization
- Mentor UX team members, providing guidance on complex service design challenges and strategic thinking
What you'll bring:
- System Thinking: Proven ability to design complex service ecosystems, identifying cross-product opportunities and holistic improvements
- User Centricity: Expertise in developing and applying persona frameworks and user lifecycle strategies to drive service design decisions
- Design Communication: Strong visualization and storytelling skills, using tools such as FigJam, Miro, or Figma to create service blueprints, wireframes, and mockups to align teams and leadership
- Strategic Design: Ability to translate business goals and user insights into scalable service strategies, influencing decision-making at all levels
- Collaborative Design and Implementation: Strong stakeholder engagement skills, experienced in leading workshops (both synchronous and asynchronous), and facilitating in depth discussion to drive cross-functional alignment
- Product & Business Acumen: Capability to balance user needs, business priorities, and operational constraints while ensuring compliance and scalability
- Change Management & Implementation: Experience in anticipating and addressing resistance to adoption in service changes
- UX Research & Design Thinking: Proficiency in user research methods, including surveys, interviews, usability testing, and data analysis, to refine and validate service solutions
- Influencing & Leadership: Advocate for service design best practices, shaping the discipline and fostering a culture of learning within the organization
- Coaching & Mentoring: Skilled in coaching and mentoring, supporting the growth of UX professionals through feedback and knowledge sharing
