Role Overview
* Position: Senior Service Designer
* Objective: Move from discovery to ideation and future-state mapping, integrating people, process, and technology for a seamless audit experience.
Key Responsibilities
Discovery & Analysis
* Conducted 60 user interviews and 15 colleague-led workshops.
* Mapped end-to-end audit processes, identified 200 pain points, and captured 130 ideas (including duplicates).
* Established baseline of current state: highly offline, manual processes, minimal digitization.
* Evidence shows majority of work is offline; Appian tool used as a filing cabinet rather than workflow system.
Strategic Design
* Develop user-led blueprint for future state.
* Create high-level process flows and supporting dashboards for board-level reporting.
* Identify 8 systemic root causes and prioritize 5 strategic priorities for transformation.
* Sequence an E2E roadmap for 2-3 years, balancing quick wins with long-term impact.
Collaboration & Leadership
* Work closely with SLT sponsors, 5 PMs, and UX designers (one per priority).
* Orchestrate ideation and co-design solutions with cross-functional teams.
* Drive cultural and behavioral change through workshops and engagement.
Delivery Planning
* Prioritize backlog of 130 ideas based on impact, not just speed.
* Define annual cycle and resource mix for next year by May.
* Lock down roadmap and strategy by May for implementation.
Skills & Experience Required
* Service Design Expertise: Proven experience in complex large-scale service design and transformation.
* Process Reengineering: Ability to make processes leaner and digitize workflows.
* Stakeholder Management: Engage SLT, manage competing priorities, and align top-down strategy with bottom-up demand.
* Facilitation: Lead workshops, capture insights, and translate into actionable roadmaps.
* Tools & Methods: Familiarity with BPM, integration services, and audit domain experience preferred.
Deliverables
* Future-State Blueprint: User-led, sequenced roadmap for 2-3 years.
* Quick Wins: Pragmatic improvements to existing Appian tool.
Seniority Level
Mid-Senior level
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