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Service Design Lead


San Diego, USA









Mirum is a borderless digital agency that helps global client organizations transform their businesses, design leading experiences and drive meaningful conversions. We're looking to grow our team with a select few key members that will play a lead role in servicing a large-scale, multi-year client initiative.

Our nimble, multidisciplinary team will be tasked with improving the customer experience (CX) of an established Fortune 100 Technology company. The individuals we're looking for possess a rare level of breadth and depth across many areas of expertise that allow them to lead and facilitate discovery and solutioning in nearly any situation.


About you:

If the following resonates with you, we'd love to speak with you:

You use design thinking and service design tools to identify, define and solve complex business problems, always keeping the user/customer experience in the forefront.
You have experience crafting and pitching business cases to show stakeholders the potential impact of a problem or the value of a proposed solution.
You can lead conversations across many different situations, involving tech solutioning, user experience, persona/archetype development, analytics and measurement frameworks, strategic roadmapping, and more.
You're comfortable switching between big-picture 40,000-foot concepts and ground-level implementation details without missing a beat.
You're a team player, a leader and a doer, with the ability to define and manage your workload without the need for heavy project management involvement.
You're equal parts teacher and student; your curiosity drives you to extract and play back information from multiple disparate sources, and to always strive towards a meaningful and impactful solution.
Your documentation and deliverables are organized, thorough and always up to date.
You're comfortable in unknown environments where the problem -- much less the solution -- isn't clear to see.

Expected project deliverables:

Some of the core work you'll be responsible for:

Design, conduct and synthesize research in order to identify areas of opportunity
Develop, present and maintain core project artifacts (I.e. service design blueprints, user flows, competitive audits, strategic frameworks, etc.)
Design solutions to high value user problems
Build and test prototypes (varying levels of fidelity) to validate or redirect assumptions
Craft and present business cases that showcase how solutions provide value to the client's organization and its users

Breadth and Depth of Experience:

You are comfortable in all areas and axes that impact customer experience, including:

End to end: You have the ability to trace a customer's journey (and level of satisfaction) from marketing touchpoints through the purchase process and beyond.
Surface to core: You can identify and map the factors that influence customer satisfaction; from what the customer sees, to the back-office and enterprise systems and processes at the core of business operations.
Cross-channel: You can define and design for the many touchpoints that impact a customer's relationship with an organization across both the physical and digital worlds.

Skill & Abilities Requirements:

You have strong experience and familiarity with the following:

Prior experience is required (7+ years of consulting experience, at least 3-4 years focused exclusively on the digital space).
Experience in a role that involved pitching new business or leading account growth.
Experience collecting and using analytics data to inform decision-making.
Experience leading user research and testing efforts.
Excellent written and verbal communication skills–augmented by strong presentation skills.
Excellent problem solving skills, ability to quickly understand new technology concepts.
Proficiency with digital documentation, presentation and prototyping tools (e.g. Keynote, Powerpoint, Mural, Sketch, etc.)


Mirum Agency


Service Design Lead