Job Details

Sr. Service Experience Designer

NWEA, Portland, OR

Job - Technology

Close Date: 02/28/2020

Senior Service Experience Designer
To APPLY: Please use the included link or visit our careers page at

About This Role…

We are the Partner Experience team, responsible for researching and creating delightful experiences. We’re a multidisciplinary design team looking to transform education through exceptional products and services for students, teachers, principals, administration, and families. Our design practice is highly collaborative, informed by data, and constantly pushing the boundaries of what’s possible in education.

This role will require empathy, thought leadership, and service design skills. You will be responsible for creating and constantly improving a service design practice that works cross-functionally to achieve partner (customer) goals. As a Senior Service Experience Designer, you will be a primary change agent, implementing a new process with a collaborative team of service experts.

Your Next Challenge…

Utilizing design thinking to build engaging experiences for students, teachers, principals, administrators, and families
Evangelize and train others on service design frameworks, tools, and thinking to scale service process improvement efforts across teams
Lead the documenting of end-to-end journeys, ecosystems, and blueprints. Conduct process analysis to find opportunities for improvement
Create & implement new policies, procedures, or workflows as needed working collaboratively with services teams
Lead product managers, engineering, researchers, services teams, external vendors, and designers that deliver on business objectives, brand goals, and are feasible
Works with user groups to ensure that design experience requirements and objectives are met
Drives projects across siloes, leading cross-functional teams to success
Establishes, maintains, and improves relationships throughout the organization responsible for delivery of services
Able to work across siloes and organizational layers to create repeatable design processes with a constantly improving quality standard
Knows how to manage difficult stakeholders and complex working relationships to produce a desired outcome.
Operates as a leader, teacher, and a facilitator of service design projects and Design Thinking across the organization
Provides leadership and direction on content management and strategy as relates to services
Keeps teams focused on what’s best for the end-user
Generate innovative solutions, provide input, and contribute to overall service strategy and design
Leads design and discovery research, collaborating with other internal teams to understand the user problem to be solved
Prototypes and pilots new services and service improvements
Creates and improves service feedback loops to ensure an exceptional experience throughout
Leads the organizational change management to a service design model

Your Traits for Success…

Mastered knowledge of Service Design, Design Thinking, and Systems Thinking
Expert knowledge of design processes, including how to teach it to others
Ability to conceptualize the abstract and manufacture the concrete
Expert leadership skills in consulting an organization to make significant changes
Ability to create simple and intuitive solutions to complex problems.
Thought leader able to envision and articulate how to build exceptional experiences
Ability to work with partners and internal experts to develop cohesive strategy
Expert knowledge of Internet functionality and comparative browser features
Expert knowledge of best practices in usability as it applies to Web sites and on-line applications
Expert facilitation, presentation, written and verbal communication skills
Logic and analytical skills
Proven leadership skills

Your Education and Experience…

Minimum Bachelor’s Degree in HCI, Human Factors, Information Design, Web Design or related field, or comparable experience in the Industry. An equivalent combination of education and experience will be considered in lieu of a degree
6+ years’ experience in documenting and creating delightful solutions to meet the business requirements and objectives
3+ years of exhibited knowledge in developing products or systems, or comparable education.
Knowledge of accessibility and accommodation requirements related to User Interface development preferred

About NWEA…

NWEA® is a research-based, not-for-profit organization that supports students and educators worldwide by creating assessment solutions that precisely measure growth and proficiency—and provide insights to help tailor instruction. For 40 years, NWEA has developed innovative pre-K–12 assessments, including our flagship interim assessment, MAP® Growth™; our progress monitoring and skills mastery tool, MAP® Skills™; and our reading fluency and comprehension assessment, MAP® Reading Fluency™. Educators trust our professional learning offerings to accelerate student learning and our research to support assessment validity and data interpretation. Our tools are trusted by educators in more than 9,500 schools, districts, and education agencies in 145 countries.

NWEA strives to make diversity, equity, inclusion, and accessibility (DEIA) practices the center of our work. Our organization’s mission, Partnering to Help All Kids Learn, is the foundation for our DEIA commitment as we work to reflect, value, and support the educators, students, colleagues, and communities we serve. We seek to empower and engage all stakeholders in the research, services, solutions and products we provide, our organizational culture, and the partnerships we establish with schools, districts, states, and countries.

NWEA endeavors to make accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please call us at (503) 624-1951 or e-mail us at and let us know the nature of your request, your location and your contact information. This is for accommodation requests only and cannot be used to inquire about the status of applications.

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