Senior Service Designer and Discovery Researcher

Job Requisition ID #

Position Overview

We are looking for a Senior Service Designer and Discovery Researcher, reporting to the Manager Service Design and Discovery research within the Growth Experience and Technology (GET) organization. Our team ensures delivery of a seamless experience across the full customer life cycle, End-to-End as well as Front-to-Back.

We are using Journey Management as a modern way of collaboration to deliver experiences for our customers, partners, and employees to drive the throughline, from You will be focusing on discovery and journey work for next-generation experiences. By combining generative research methods with a journey-centric view, you will deliver insight reports that help determine the direction and roadmap for strategic projects.

Throughout your work, you will lead rapid change by running experiments, gathering feedback, and iterating collaboratively. In this visible role, you'll interact with senior leadership, internal and external teams.

The position is for a hybrid workplace model in Atlanta.

Responsibilities:

Discovery Research

• Proactively planning and executing discovery research throughout the design and development lifecycle, from early strategic direction through post-release validation. 

• Integrating and synthesizing complex data from diverse sources. 

• Employing a wide range of research methods, including primary and secondary research methodologies  

• Analyzing insights for business impact, with a lens of both customer outcomes and business impact

• Communicating and presenting research findings and insights in a clear and compelling way to a variety of audiences, including executive audiences.

• Collaborating in our Journey Management platform to connect insights with user journeys and resulting recommendations, drive strategic decision making and prioritization based on insights. 

• Facilitating empathy and synthesis workshops with project teams and stakeholders to ensure that findings and insights are translated into actionable product improvements. 

• Lead efforts in AI-assisted research, leveraging generative AI tools at every step of the research and Journey Management process and identifying when to use them and with a continuous improvement and deep curiosity mindset 

• Partnering with other researchers on our team and with the broader research community at Autodesk to share and evangelize research findings, collaborate on projects to understand our customers’ end-to-end journey, and to promote research as a strategic driver for our products and services.

• Acting beyond just a practitioner of research, and taking responsibility to be an activator of research: making sure research insights turn into industry-leading products and services 

• Supporting an outcome-oriented model measuring the effectiveness of research against business impact 

Service Design 

• Mapping persona-based journeys with a holistic view of the experience by identifying important touchpoints and moments that matter, how those touchpoints are connected, and how people experience Autodesk 

• Collaborating with leaders:  develop a network of collaborators across departments and seniority levels

• Co-creating facilitate collaborative workshops with partners throughout the company

• Producing artifacts such as journey maps, service design blueprints, service prototypes, integrating business process mapping where appropriate

• Platform, process, governance: Co-develop a journey management framework, help implement it 

• Education and enablement: Develop and deliver Journey Management training and coaching, including the development of training presentations, self-service guides and videos, scheduled cadences, and events

• Partner with CX, research teams, analytics, and other cross-functional teams to refine and monitor experience metrics and VOC 

Minimum Qualifications:

• 7+ years of demonstrated experience in service design and research methods (quant and qual)

• Several years of experience in leveraging data science to substantiate decisions, as well as making design recommendations for next-generation personalized experiences

• Proven adoption of AI tools into the research and design process  

• Team player with user-centric empathy

• Experience delivering multiple digital products from start to finish, delivering e-commerce solutions at enterprise scale

• Able to break down complex concepts and communicate them across different audiences

• Experience working