Service Designer at Toast
We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.
As a Service Designer, you’ll be passionate about understanding all things about our users and our internal teams that support them. You crave all the data - quant and qual - to identify our biggest opportunities across the customer journey resulting in visibly impactful improvements aimed at the intersection of digital and service experiences. You've previously brought cross-functional stakeholders through a design process that's resulted in opportunities that delivered business results. You’re right for this role if you can translate insights into artifacts that communicate and align; if you’re a highly skilled storyteller and facilitator that influences others to take action; if you’re humble and eternally curious.
As a Service Designer, you will:
Lead complex, cross-functional initiatives to create optimal customer experiences throughout the customer journey – driving down the cost of delivery along the way
Be a strategic partner in the customer experience core team – together identifying people, processes, and technologies needed to streamline experiences – meeting customers where they are, not where we want them to be
Lead generative and evaluative research for company-wide initiatives across multiple departments to achieve unified solutions across the customer’s journey
Translate quantitative and qualitative insights into artifacts that align including journey mapping, service blueprinting, lean prototypes, etc.
Champion and drive high-quality experiences across Toast’s ecosystem
Do you have the right ingredients?
10+ years’ experience in user-centered design with 3+ years’ experience delivering high quality service experiences
BA/BS degree preferably with an emphasis in HCI, Human Factors, Psychology, etc.
Real passion for creative problem solving that drives business results
Exceptional interpersonal, presentation, and communication skills
Expert knowledge of user research best practices and tools
Innovative thinking, empathy, and a desire to continuously learn and evolve