Service Design Director_

Service Design DirectorJob Category: Professional ServicesLocation: US - Massachusetts - Remote+ ShareCopying...**Meet Our Team:**We’re a growing collective of passionate, independent design leaders who are the tip of the spear in promoting human-centered philosophy to solve mission-critical problems across a portfolio of Fortune 500 clients. We champion the fact that great experiences equal great business, and our team is central to both our clients’ and company’s success.**Picture Yourself at Pega:**You are passionate about your work being meaningful and having impact. As a Service Design Director at Pega, you will be helping solve problems that touch people's everyday lives, often in situations when people need great customer experience the most. Whether it be in Finance, Insurance, Government, or Telecoms & Media you will use your experience in design to get to the heart of their human needs to guide organizations toward a deeper level of intimacy as they service customers to achieve their business outcomes.**What You'll Do at Pega:**+ Serve as lead facilitator for design thinking activities and as strategic advisor for design on engagements with consulting clients.+ Advise and collaborate with enterprise COE on integrating design thinking, design systems and user experience.+ Communicate and connect the business to the value of human-centered design.+ Employ user research techniques to understand current state customer journeys and share insights with stakeholders to create a shared vision of the desired future state and outcomes.+ Collaborate with Experience Designers to create and manage design patterns.+ Establish business objectives in collaboration with client and measure qualitative and quantitative key results on them.+ Collaborate closely with a cross-functional team throughout all phases of the engagement, leveraging human centered practices to drive achieving the client’s desired business outcome.+ Analyze market and technology trends, competitors and consumer behaviors.+ Collaborate with client, partner and Pega designers to strategize, plan, and execute initial design research.+ Represent Design strategy across governance levels within an account.+ Establish program-wide design strategy driving cohesion between work-streams.**Who You Are:**+ Requires a Bachelor’s degree in Fine/Liberal Arts, Graphic Design, Visual Design, Web Programming, Information Architecture or related field and 12 years of experience in any job title/occupation/position in service, product, design and innovation teams.+ Alternatively, will accept a PhD and 7 years of experience.+ Experience specified must include 7 years with each of the following:+ Facilitating Design Thinking workshops;+ Design tools and methods, including design thinking, journey maps, service blueprints, personas, empathy maps, and usability testing;+ Product design, service design, or experience design; and+ Human factors, human-computer interaction, business architecture, information systems, or another related field.+ Experience specified must include:+ 6 years of experience driving program level change in an enterprise client at an agency, software, or management consulting firm;+ 3 years of experience providing leadership/mentorship to team members; and+ 2 years of experience with software prototyping tools (Axure or similar).+ Requires up to 75% domestic travel to client sites.+ Telecommuting permitted.+ May live anywhere in the U.S.**Work Location:**Work Location: 225 Wyman Street, Waltham, MA 02451**Pega Offers You:**+ A rapidly growing yet well-established business+ A culture of openness and the autonomy to lead+ Opportunity to grow and develop your career with the support and mentorship of senior leaders+ The chance to solve complex business problems for Fortune 500 companies in a variety of industries+ The world’s most recognizable and respected brands as clients+ The ability to move seamlessly between different customer audiences and collaborate to build an appropriate and successful experience visionJob ID: 19689**Apply Now**Already have an account?**First Name****Last Name****Phone****Email****City**Select country of residence (required)AfghanistanÅland IslandsAlbaniaAlgeriaAmerican SamoaAndorraAngolaAnguillaAntarcticaAntigua and BarbudaArgentinaArmeniaArubaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBolivia, Plurinational State ofBosnia and HerzegovinaBotswanaBouvet IslandBrazilBritish Indian Ocean TerritoryBrunei DarussalamBulgariaBurkina FasoBurundiCambodiaCameroonCanadaCape VerdeCayman IslandsCentral African RepublicChadChileChinaChristmas IslandCocos (Keeling) IslandsColombiaComorosCongoCongo, the Democratic Republic of theCook IslandsCosta RicaCôte d’IvoireCroatiaCubaCuracaoCyprusCzech RepublicDenmarkDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEswatiniEthiopiaFalkland Islands (Malvinas)Faroe IslandsFijiFinlandFranceFrench GuianaFrench PolynesiaFrench Southern TerritoriesGabonGambiaGeorgiaGermanyGhanaGibraltarGreeceGreenlandGrenadaGuadeloupeGuamGuatemalaGuernseyGuineaGuinea-BissauGuyanaHaitiHeard Island and McDonald IslandsHoly See (Vatican City State)HondurasHong KongHungaryIcelandIndiaIndonesiaIran, Islamic Republic ofIraqIrelandIsle of ManIsraelItalyJamaicaJapanJerseyJordanKazakhstanKenyaKiribatiKorea, Democratic People's Republic ofKorea, Republic ofKosovoKuwaitKyrgyzstanLao People's Democratic RepublicLatviaLebanonLesothoLiberiaLibyan Arab JamahiriyaLiechtensteinLithuaniaLuxembourgMacaoMacedonia, the former Yugoslav Republic ofMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMartiniqueMauritaniaMauritiusMayotteMexicoMicronesia, Federated States ofMoldova, Republic ofMonacoMongoliaMontenegroMontserratMoroccoMozambiqueMyanmarNamibiaNauruNepalNetherlandsNetherlands AntillesNew CaledoniaNew ZealandNicaraguaNigerNigeriaNiueNorfolk IslandNorthern Mariana IslandsNorwayOmanPakistanPalauPalestine, State ofPanamaPapua New GuineaParaguayPeruPhilippinesPitcairnPolandPortugalPuerto RicoQatarRéunionRomaniaRussiaRwandaSaint BarthélemySaint Helena, Ascension and Tristan da CunhaSaint Kitts and NevisSaint LuciaSaint Martin (French part)Saint Pierre and MiquelonSaint Vincent and the GrenadinesSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSouth Georgia and the South Sandwich IslandsSouth SudanSpainSri LankaSudanSurinameSvalbard and Jan MayenSwedenSwitzerlandSyrian Arab RepublicTaiwanTajikistanTanzania, United Republic ofThailandTimor-LesteTogoTokelauTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTurks and Caicos IslandsTuvaluUgandaUkraineUnited Arab EmiratesUnited KingdomUnited StatesUnited States Minor Outlying IslandsUruguayUzbekistanVanuatuVenezuela, Bolivarian Republic ofViet NamVirgin Islands, BritishVirgin Islands, U.S.Wallis and FutunaWestern SaharaYemenZambiaZimbabwe**Country of Residence****Postal code**How did you learn about Pega? (required)Career FairCollege FairEmployee ReferralGlassdoorInstahyreJob BoardsJobStreetJobsDBLinkedIn - Ad ResponseNaukri.comPega AlumniPega WebsiteStack Overflow - Ad Response**How did you learn about Pega?****_Invitation to Self-Identify_**Pegasystems Inc. is subject to certain nondiscrimination and affirmative action record keeping and reporting requirements which require Pegasystems Inc. to invite employees and applicants to voluntarily self-identify their gender identity, race/ethnicity, disability status, and veteran status. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable federal laws, executive orders, and regulations, including those which require the information to be summarized and reported to the Federal Government of civil rights enforcement purposes.Enter genderMaleFemaleNon-BinaryI prefer not to self-identify**Gender****_Race and Ethnicity_**Please select the ethnicity or race you most closely identify with:**Hispanic or Latino** - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.**White (Not Hispanic or Latino)** - A person having origins in any of the original peoples of Europe, the Middle East or North Africa.**Black or African American (Not Hispanic or Latino)** - A person having origins in any of the black racial groups of Africa.**Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino)** - A person having origins in any of the peoples of Hawaii, Guam, Samoa or other Pacific Islands.**Asian (Not Hispanic or Latino)** - A person having origins in any of the original peoples of the Far East, Southeast Asia or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand and Vietnam.**American Indian or Alaska Native (Not Hispanic or Latino)** - A person having origins in any of the original peoples of North and South America (including Central America) and who maintains tribal affiliation or community attachment.**Two or More Races (Not Hispanic or Latino)** - All persons who identify with more than one of the above five races.**I do not wish to disclose** - If you choose not to disclose your race/ethnicity, your employer is still required to include such information about you in the EEO-1 Report by using existing employment records or other permitted means to do so.Enter ethnicityHispanic or LatinoWhite (Not Hispanic or Latino)Black or African American (Not Hispanic or Latino)Native Hawaiian or Other Pacific Island (Not Hispanic or Latino)Asian (Not Hispanic or Latino)American Indian or Alaska Native (Not Hispanic or Latino)Two or more Races (Not Hispanic or Latino)I do not wish to disclose**Ethnicity****_Disability Status_**Form CC-305, OMB Control Number 1250-0005, Expires 4/30/2026**Why are you being asked to complete this form?**We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at ol.gov/ofccp.**How do you know if you have a disability?**A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:+ Alcohol or other substance use disorder (not currently using drugs illegally)+ Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS+ Blind or low vision+ Cancer (past or present)+ Cardiovascular or heart disease+ Celiac disease+ Cerebral palsy+ Deaf or serious difficulty hearing+ Diabetes+ Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders+ Epilepsy or other seizure disorder+ Gastrointestinal disorders, for example, Crohn's+ Disease, irritable bowel syndrome+ Intellectual or developmental disability+ Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD+ Missing limbs or partially missing limbs+ Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports+ Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)+ Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities+ Partial or complete paralysis (any cause)+ Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema+ Short stature (dwarfism)+ Traumatic brain injuryEnter disabilityYes, I have a disability, or have had one in the pastNo, I do not have a disability and have not had one in the pastI do not want to answer**Disability**PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.**_Veteran Status_****Why Are You Being Asked to Complete This Form?**This employer is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA). VEVRAA requires Government contractors to take affirmative action to employ and advance in employment protected veterans. To help us measure the effectiveness of our outreach and recruitment efforts of veterans, we are asking you to tell us if you are a veteran covered by VEVRAA. Completing this form is completely voluntary, but we hope you fill it out. Any answer you give will be kept private and will not be used against you in any way.For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at.**How Do You Know if You Are a Veteran Protected by VEVRAA?**Contrary to the name, VEVRAA does not just cover Vietnam Era veterans. It covers several categories of veterans from World War II, the Korean conflict, the Vietnam era, and the Persian Gulf War which is defined as occurring from August 2, 1990 to the present.If you believe you belong to any of the categories of protected veterans please indicate by checking the appropriate box below. The categories are defined on the next page and explained further in an “Am I a Protected Veteran?” infographic provided by OFCCP.**What Categories of Veterans Are “Protected” by VEVRAA?**“Protected” veterans include the following categories: (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. These categories are defined below.1. A “disabled veteran” is one of the following:1. a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or2. a person who was discharged or released from active duty because of a service-connected disability.2. A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.3. An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.4. An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.Enter veteran statusI Identify as one or more of the classifications of protected veteran listed aboveI identify as a veteran, just not a protected veteranI am not a protected veteranI do not wish to self identify**Veteran Status****Password**+ 8 characters minimum+ 1 number+ 1 special character (!@#%$*+.)+ 1 lowercase character+ 1 uppercase character**Password**By providing a password, you will become a Pega Digital Community Member and be able to track your application status**Upload your resume**