Service Designer (UX/UI)

Job Description:

WHY CHOOSE US?
Joining The American Red Cross is like nothing else - it's as much something you feel as something you do. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you'll have mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing mission that's bigger than all of us. As you care for others, you're cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

WHAT YOU NEED TO KNOW ABOUT THE JOB:
The American Red Cross is hiring a Service Designer with strong UX/UI skills to join the Humanitarian Services Digital Product Management team.

This team focuses on creating human-centered digital experiences that support mission delivery. As a Service Designer, you'll use design thinking and collaborate across functions to identify problems and opportunities in digital workflows and business processes. You'll co-create solutions that enhance user experience, product adoption, and mission success.

Our digital products aid in disaster response by:
* Delivering financial assistance,
* Providing situational awareness for logistics,
* Supporting volunteer onboarding and assignments.

This role specifically supports disaster client care products, including:
* RC Care: A case management and financial assistance system for disaster relief.
* Shelter Client Information App: A mobile tool for client registration and shelter services.

Key activities include:
* Applying design thinking (e.g., journey mapping, prototyping, testing),
* Engaging in conversations to understand the business needs (e.g workshop facilitation),
* Conducting business analysis (e.g., capability and process mapping),
* Collaborating with engineering on user stories and solution design,
* Balancing external design inspiration with internal constraints (e.g., policy, compliance, standards).

You'll engage with stakeholders from leadership to front-line teams to ensure products meet user needs and mission goals.

The work location for this position is 100% virtual/work from home. While the position can be worked from anywhere in the United States, the preferred work hours are on an East Coast schedule.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):
* Collaborating with technology, product, and business teams to uncover customer and business needs and translating them into intuitive and engaging digital experience designs that lead to desired mission outcomes.
* Learn and understand business processes and how new applications or current system enhancements can best ensure the success of business users. Investigate complex operations-related problems/inquiries and recommend, facilitate and coordinate solutions. Evaluate new IT developments, applications and evolving business/systems requirements. Document, analyze, and clarify business requirements and translate into technology artifacts from which technology solutions are developed ensuring adherence to system architecture and software compliance standards. Define new and enhanced business processes.
* Facilitating discovery sprints and workshops to support early-stage product definition by uncovering customer pain points and opportunities
* Creating effective visual storytelling artifacts of business and technology concepts to promote decision-making and product design
* Partner with clients to develop a strategic plan to implement their technology vision. Audit existing and blueprint new digital experiences, identifying opportunities and solutions for improvement and experimentation
* Creating process and user flows, journey maps and interaction models, and service blueprints, resulting in low to high fidelity prototypes, artifacts, and tools
* Facilitating collaboration and communication between technology and business stakeholders through discovery, design, and product development sprints
* Adapting industry best practices and creating new service design and business analysis tools, methods, and standards. Promote adoption across cross-functional teams, including coaching associate service designers and product managers.

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Scope: Individual contributor with comprehensive technical knowledge in specific area. Ability to support design requirements for highly complex or specialized projects. Adapt precedent and may make significant departures from traditional approaches to develop solutions.

Note: Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.
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WHAT YOU NEED TO SUCCEED (required/minimum qualifications):
* Education: Bachelor's degree in related field required or equivalent experience.
* Experience: Minimum 7 years of related experience or equivalent combination of education and related experience required. At least 2 years of experience in service and/or product design, design strategy, human-centered design, and at least 2 years of design thinking tools and methods.
* RC Care: Experience with designing for the Salesforce platform, including Service and Experience Cloud.

* Skills & Abilities:
o Proficiency with techniques related to agile development projects, design sprints, design workshop facilitation, service design, business process redesign, user story development, requirements analysis and client relationship management.
o Ability to apply knowledge of systems life cycle, systems integration and data management principles. Business acumen with ability to align IT priorities with business objectives.
o Clear and effective writing and documenting skills.
o Ability to work on a team.
o Proficiency with business assessment/modeling and requirements tools (e.g., Mural, Miro, LucidChart, Figma, Jira, Confluence, etc).

* Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).

Essential Functions/Physical Requirements: Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle and working under challenging conditions.

Work Conditions: Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state and Red Cross system.

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PAY INFORMATION:
The annual salary range for this position is $100K - $120K. We do not offer an annual bonus for this role.

Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. **We will review specific salary information at the time of phone screening based upon your location & experience.**

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

BENEFITS FOR YOU:
As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:
* Medical, Dental Vision plans
* Health Spending Accounts & Flexible Spending Accounts
* PTO: Starting at 19 days a year; based on type of job and tenure
* Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
* 401K with up to 6% match
* Paid Family Leave
* Employee Assistance
* Disability and Insurance: Short + Long Term
* Service Awards and recognition

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The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights