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Service Design Manager


Job Description

The Service Design Manager is responsible for leading and growing a team of Service Designers within the User Experience Design team. The role will oversee service design across multiple lines of business and champion a design thinking methodology to create convenient, seamless and integrated omnichannel experiences. The Service Design manager educates the organization on how to engage with Service Design and develops meaningful opportunities to apply a human-centered design process to new and existing initiatives.

The Service Design Manager will also participate in hands-on design activities, including capturing, analyzing, and visualizing customer insights; ideation, prototyping, evaluation and iteration. This individual will also facilitate alignment and ideation workshops with cross-functional internal teams and external design/development partners.

The Service Designer Manager is a natural collaborator and consensus builder, comfortable both in the field and in the boardroom. This individual must be adept at working with colleagues from research, design, product management and technology – as well as business SMEs and executives. This leader will also mentor a team of service designers, growing a strong team culture and defining best practices for our internal practice.

Job Responsibilities

  • Recommends improvements to site experience and recommends new site functionality and flows to improve the overall customer experience on Walgreens.com in order to meet financial goals and strategic priorities for the division
  • Manages the development of wireframes, use cases, user flows and other relevant documentation for site enhancements and new site functionality
  • Manages the development of member profiles, personas and key scenarios to document and understand member needs and attributes. Acts as users advocate by creating scenarios that bring website users to life, and can be used to test whether online tools, information and enhancements are meetings our true customer’s needs, goals and expectations
  • Oversees and manages the development of website user testing, customer surveys, focus groups and prototype evaluations to gather user feedback before and after enhancements and new tools are launched to ensure user goals, needs and expectations are met, and to improve website processes and functionality. Applies feedback gathered to new enhancements ensuring a satisfactory and convenient user experience.
  • Works with a cross functional team to define the road map for business area
  • Presents overall recommendations and proposed user flows to product managers, business managers and technical teams to gain buy in. Uses influencing techniques to gain approval for features/functionality that create the best user experience.
  • Monitors user experience across competitors and other best in class sites to ensure Walgreens.com is innovative and is best in class for user experience.
  • Manages vendors, contractors, etc. working on key projects for Walgreens
  • Responsible for identifying any issues or blockers in the implementation of new site features/functionality. Responsible for escalating issues to superiors to ensure delivery of best customer experience.

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.

External Basic Qualifications

  • Bachelor’s Degree and at least 4 years of eCommerce experience
  • Experience designing wireframes, developing user cases and mapping user flows
  • Experience with best practices in Web design
  • 4 years of experience as an IA/Sr IA within an eCommerce organization or within an agency setting
  • Experience working in cross functional teams
  • Experience presenting UX recommendations
  • Experience with project management (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
  • Experience with prototyping, user experience and usability research and analytics
  • Experience with web technologies, such as HTML, Ajax, CSS,
  • Experience with UX tools, such as Visio, Axure, PhotoShop and other Office programs
  • Experience with web analytic tools, such as Omniture

Job Function

Information Technology

Preferred Qualifications

  • Master’s Degree
  • Experience negotiating with outside vendors, including negotiating contracts, prices, resolving service issues and reconciling differences.

Company Indicator


Expected salary:

Job date: Wed, 12 Oct 2022 03:09:10 GMT

Service Design Manager

To apply for the job click here

Service Design Manager

To apply for the job click here

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