Service Designer, Journey System, Cognitive Applications
New York, NY

Job Description

Job Description

The IBM Journey System is an integrated end to end approach to optimize the end user experience for IBM's Clients and prospects across the portfolio of Digital offerings. The Journey Service Designer is a critical role to visualize the end to end user experience using a systematic and creative approach to improve our client's experience with IBM. This position will join an interdisciplinary team dedicated to continuing to pilot the journey system in collaboration with other Business Units.

The pilot program will be aimed at key IBM client and prospect journeys and driving significant user experience and business outcomes by:

* Instrumenting the end to end journey to track user progression and behavior
* Creating and running the cross-functional management system across Offering Management, Digital, Sales, Marketing to adopt a user and journey lens as the core operating paradigm
* Identifying and owning execution of the main GTM plays to drive front and backstage optimization across the journey
* Identifying a scaling strategy to increase the scope of the program in 2H '19 and beyond to additional offerings and journeys
* Day to day management and SVP, GM stakeholder management and readouts
* Communicating confidently and effectively with executives at the highest levels in both IBM and at the client.

Role Description

The successful candidate will:

* Uncover user needs through research, develop deep insights, generate concepts, and craft how people will move through journeys
* Work across teams to co-create systems and processes to deliver great experiences
* Use visual and verbal storytelling to share your discoveries, gather and integrate feedback and influence stakeholders
* Uses a systematic and iterative process that integrates user-oriented, team-based, interdisciplinary approaches and methods
* Be a thought leader at IBM for Service Design and help to evolve the Service Design and Journey System practices at IBM, pulling in state-of-the art methods from external and internal expertise in a way that's relevant for internal stakeholders
* Expand our mission's reach: Explore novel methods of achieving program and experience scale, maintaining quality
* Have the ability to operate within a highly matrixed environment across IBM functions and business units

Required Technical and Professional Expertise

* Minimum of 3 years as a service designer
* Portfolio of work

Preferred Tech and Prof Experience

* MA in Service Design, or UX with a focus on Service Design
* Understanding of IBMs offerings

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Preferred Education: Master's Degree Commissionable: No

Key Job Details

* Country:US
* State:NEW YORK
* City:NEW YORK
* Category:Design & Offering Management
* Required Education:Bachelor's Degree
* Position Type:Professional
* Employment Type:Full-Time
* Contract Type:Regular
* Req ID:228614BR
* Location:NEW YORK, NY US