Golden 1 Credit Union is among the top credit unions in the country, committed to empowering members and uplifting communities. They are seeking a Service Designer who will improve experiences for both members and employees through human-centered design and collaboration across teams.
Support the planning and execution of qualitative and quantitative research (e.g., interviews, surveys, journey mapping, service blueprints, personas)
As needed, leverage the Voice of the Member analysis to form solutions to member pain points
Contribute to the development of actionable insights that inform experience improvements
Leverage available data sources to support research findings and recommendations
Partner with cross-functional teams (Digital, Operations, Marketing, IT, Product, CX) to understand business processes and member interactions
Contribute to discussions that align experience improvements across channels and touchpoints
Support coordination of service design activities across multiple teams
Assist in planning and facilitating design thinking sessions and journey mapping workshops
Support documentation of workshop outputs, themes, and recommended actions
Contribute to prioritization efforts by organizing insights and opportunity areas
Contribute to the development of experience design concepts and recommendations
Support concept validation activities, including gathering feedback and documenting learnings
Track and maintain documentation related to service design initiatives
Prepare clear, concise summaries of research findings, journey maps, and insights
Communicate findings to team members and stakeholders in a structured and accessible manner
Maintain organized documentation and contribute to centralized research repositories
Qualification
Required
Bachelor's Degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction or similar required
1+ years of experience in service design, user research, customer experience, or a related field (including internships or academic project work) required
Preferred
Exposure to service design, design thinking, or human-centered design methodologies
Experience working in team-based or cross-functional environment
Demonstrated ability to contribute to experience design projects
Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps to communicate ideas and designs
Financial Services experience a plus
Benefits
Golden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services.
