1+ months
2018-03-012018-08-19

Principal Service Designer

Walgreens
Deerfield, IL
Job Summary
The Principal Service Designer is responsible for leading holistic service design activities within a designated strategic development area or value stream. He or she champions a design thinking methodology - guiding project teams through the process of capturing, analyzing, and visualizing customer insights; concepting, ideation, prototyping, evaluation and iteration. Solutions generated out of these processes will be truly omni-channel, living in both physical and digital spaces.

A key responsibility is facilitating ideation workshops with cross-functional internal teams, as well as outside design/development partners. This individual must be adept at working with colleagues from research, design, and technology – as well as business SMEs and executives. The Principal Service Designer is a natural collaborator and consensus builder, comfortable both in the field and in the boardroom.

The Principal Service Designer will use a diverse set of methods and tools to illustrate all the components and touchpoints of the service, and co-produce deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes. This leader also helps define service design best practices for Walgreens as we grow our internal practice.


Job Responsibilities
  • Leads holistic service design activities within a designated strategic development area or value stream, e.g., pharmacy, retail services, etc.
  • Communicates, evangelizes, and demonstrates a design thinking methodology.
  • Facilitates ideation workshops with cross-functional internal teams.
  • Helps define service design best practices for Walgreens.
  • Co-produces deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes.
  • Seeks out, aggregates, and sometimes conducts qualitative customer and employee research/insights.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.

#LI-MM2


Basic Qualifications

  • Bachelor’s Degree and at least 5 years of experience leading service design and/or user experience projects OR a High School Diploma/GED and at least 8 years of experience leading service design and/or user experience projects.
  • Experience in leading/mentoring user experience, product, or service designers.
  • Experience conducting qualitative user research.
  • Experience participating in and defining, user experience processes including identifying best practices.
  • Experience interacting with creative teams, business owners and technical teams.
  • Familiarity with engineering / development processes, particularly Agile.


Preferred Qualifications

  • Experience in a design consultancy.
  • Master’s degree in Product Design, Interactive Design, Human Factors, User Interface Design.
  • Experience in the healthcare and/or retail industries.



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Principal Service Designer

Walgreens
Deerfield, IL

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Walgreens
Deerfield, IL
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