eBay Inc.
Service Designer
eBay Inc., Austin, Texas, us, 78716
At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.About the role and the teamThe
Service Designer Role
will be part of a global Service Design Team that is responsible for driving world-class experiences in GCX (Global Customer Experience), placing the customer and our teammates at the heart. This role will utilise industry standard methodologies in our approach to supporting the customer in their interactions with eBay, enabling our teammates to seamlessly support them. You will work cross functionally, gaining a thorough understanding of the operational and business needs. This role will partner to deliver human-centric Service experiences in line with our Service Design Vision, GCX purpose and business strategy.What you will Accomplish:Build and design the key service experiences in GCX (how a customer asks for help, channels, hours of operation, assisted contact experience etc.)Identify business requirements through a human centred design approach to create robust BRDs (Business Requirements Documents) that encapsulate the needs of GCX and the BusinessUnderstand, analyse, and map complex journeys and processes.Own the service design deliverables within a project such as service concepts, blueprints, and other service design artefacts.Play a key role on initiatives to influence the customer journey and experienceUse design research techniques to uncover customer needs and difficulties; bring to life insights to help craft the best customer journey and bring the voice of the customer to the tableUnderstand how Growth & Product objectives and customer goals impact on GCX critical metricsDevelop partnerships with GCX leaders, CS Tech leaders and industry experts to create a compelling service experience vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to lifeCrafting the base Service (MVP, Minimum viable product) and efficient differentiations where neededWork on critical initiatives for GCX in a service design capacityWork within a consistent and global design framework to guide service effortsWorking collaboratively across GCX product and policy owners to bring the experience to lifePartner with other GCX support functions (PMO, Readiness, Strategy, LEaD, Planning, OPRC) to design and deliver world-class customer and teammate journeys togetherFacilitate UAT (User Acceptance Testing) in collaboration with GCX Partners and CS TechBe able to tell the customer story – through bringing all elements across the experience together to build an end-to-end understanding for wider teams. Help cut through the complexity.Be a creative problem solver who can put ideas into practice, demonstrating fast and experimental approaches to testing solutionsFacilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery.What you will Bring5+ years’ experience in a customer experience environmentExperience working with remote global teamsPassionate about service design creating human-centred services; a true customer-advocateKnowledge of existing and emerging service design tools and methods.Track record in delivering service design solutions in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain.Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to lifeStrong change management and partner leadership skillsStrong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problemsDemonstrates understanding and creativity in the use of technology to enable business improvementsAble to communicate sophisticated technical topics in clear layperson’s terms, both verbally and in writingDesign thinking advocate#LI-ML1Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
Service Designer Role
will be part of a global Service Design Team that is responsible for driving world-class experiences in GCX (Global Customer Experience), placing the customer and our teammates at the heart. This role will utilise industry standard methodologies in our approach to supporting the customer in their interactions with eBay, enabling our teammates to seamlessly support them. You will work cross functionally, gaining a thorough understanding of the operational and business needs. This role will partner to deliver human-centric Service experiences in line with our Service Design Vision, GCX purpose and business strategy.What you will Accomplish:Build and design the key service experiences in GCX (how a customer asks for help, channels, hours of operation, assisted contact experience etc.)Identify business requirements through a human centred design approach to create robust BRDs (Business Requirements Documents) that encapsulate the needs of GCX and the BusinessUnderstand, analyse, and map complex journeys and processes.Own the service design deliverables within a project such as service concepts, blueprints, and other service design artefacts.Play a key role on initiatives to influence the customer journey and experienceUse design research techniques to uncover customer needs and difficulties; bring to life insights to help craft the best customer journey and bring the voice of the customer to the tableUnderstand how Growth & Product objectives and customer goals impact on GCX critical metricsDevelop partnerships with GCX leaders, CS Tech leaders and industry experts to create a compelling service experience vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to lifeCrafting the base Service (MVP, Minimum viable product) and efficient differentiations where neededWork on critical initiatives for GCX in a service design capacityWork within a consistent and global design framework to guide service effortsWorking collaboratively across GCX product and policy owners to bring the experience to lifePartner with other GCX support functions (PMO, Readiness, Strategy, LEaD, Planning, OPRC) to design and deliver world-class customer and teammate journeys togetherFacilitate UAT (User Acceptance Testing) in collaboration with GCX Partners and CS TechBe able to tell the customer story – through bringing all elements across the experience together to build an end-to-end understanding for wider teams. Help cut through the complexity.Be a creative problem solver who can put ideas into practice, demonstrating fast and experimental approaches to testing solutionsFacilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery.What you will Bring5+ years’ experience in a customer experience environmentExperience working with remote global teamsPassionate about service design creating human-centred services; a true customer-advocateKnowledge of existing and emerging service design tools and methods.Track record in delivering service design solutions in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain.Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to lifeStrong change management and partner leadership skillsStrong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problemsDemonstrates understanding and creativity in the use of technology to enable business improvementsAble to communicate sophisticated technical topics in clear layperson’s terms, both verbally and in writingDesign thinking advocate#LI-ML1Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.