Service Designer

Project Role : Service Designer

Project Role Description : Drive a human-centered design process across all project phases from framing the service to its implementation. Conduct ethnographic research to identify user needs. Interpret and synthesize human insights and balance them against strategic business, technical and brand inputs.

Must have skills : Operations Process Design and Implementation

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

Own the processes that govern how support work gets done — inside the support organization and across the functions support depends on — and lead the change required to make new ways of working actually take hold. Customers should never absorb the cost of internal ambiguity.

Responsibilities

Design, document, and govern internal support process: case handling and prioritization standards, collaboration and swarming protocols, shift handoffs, and escalation paths with named owners at each step.

Define engagement models with Engineering (defect qualification, evidence, priority, status flow), Cloud Ops (incident notification, severity alignment, outage communication ownership), Product (case themes and enhancement requests in, roadmap visibility out), and Professional Services (implementation-to-support handback).

Formalize each as a mutually agreed engagement charter, reviewed on a set cadence — not a support-authored document.

Lead process and operating-model change end to end: build the case with data, secure sponsorship, pilot, communicate the why, enable managers and engineers, roll out, and reinforce until the new behaviour is the default.

Own adoption, not just rollout — anticipate resistance, surface it early, work it with regional leads, and measure whether behaviour and customer outcomes actually shifted before declaring a change complete.

Run release readiness: confirm support handling, documentation, and known-issue coverage exist before go-live.

Measure adherence and run the case quality review cycle close gaps with regional leads and translate findings into process change.

Maintain the process artefact set and the supporting Salesforce Service Cloud workflow logic with the platform team.

Required

6+ years in enterprise technical support or service operations, with 3+ years owning process design or service delivery governance.

Demonstrated change leadership: has driven a significant operating-model or process shift through a support organization and made it stick across regions.

Proven ownership of both internal process and cross-functional engagement models, particularly support-to-engineering defect flow and support-to-cloud incident handling.

Process changes described with before/after numbers, including what resistance looked like and how it was worked.

Salesforce Service Cloud configuration and Jira able to read case and log content well enough to arbitrate ownership disputes.

Enterprise application or ERP ecosystem exposure (SAP, Oracle, NetSuite, Dynamics) and SaaS delivery models.

Influences without authority holds the line when a process is bypassed.

Preferred: Tax technology or regulated-content domain ITIL incident/problem management formal change management training (Prosci or equivalent) multi-site global support.

Success measures

Documented process coverage with adherence trending up engagement charters signed off by both sides changes sustained beyond rollout, evidenced by a named metric holding at 90 days fewer cases bouncing between teams CSAT and reopen-rate movement traceable to specific changes.