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Service Designer

LOCATION: 

Charlotte, NC, US, 28208

REQ ID:  41117

Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. 

Our people are entrepreneurial innovators and problem solvers committed to bringing unique insights and solutions to the needs of our customers, stakeholders, and society. At SEE, we are creating a community of inventors, problem solvers, and future makers that are passionate about fulfilling our purpose.

Sealed Air generated $5.5 billion in sales in 2021 and has approximately 16,500 employees who serve customers in 114 countries. To learn more, visit www.sealedair.com.

Job Summary

 

Sealed Air Corporation is a knowledge-based company focused on packaging solutions that help our customers achieve their sustainability goals in the face of today’s biggest social and environmental challenges. Our portfolio of widely recognized brands, including CRYOVAC® brand food packaging solutions and Bubble Wrap® brand cushioning, enable a safer and less wasteful food supply chain and protect valuable goods shipped around the world. 

 

Sealed Air is looking for a Service Designer to improve their omnichannel experience by translating customer insights and needs, making tactical recommendations to products, services, and processes, and executing in an agile delivery lifecycle.

 

Key Capabilities and Mindsets

 

  • Empathizing – Ability and desire to understand and think like your internal and external customers
  • User Centered Approach – Discipline to always better understand impact on, advocate for, and educate the value of putting users in the forefront of decisions and direction
  • Business Acumen – Comfort with business strategy and understand business goals in order to translate and connect business outcomes with user outcomes 
  • Conceptualizing – Ability to fluidly help teams find the right balance between business and customer outcomes while balancing technical complexity
  • Communication – Ability to and comfort with communicating at all levels of an organization and with external audiences 
  • Courage – The product user or customer is often an afterthought; therefore, you must have the courage to advocate for the user especially when others are not
  • Influencing – Ability to build relationships and trust with others in order to build goodwill to effectively educate and showcase the value of users
  • Dynamic – Ability to jump between products to understand situation, support needed, and when to directly help or delegate

 

Responsibilities

 

  • Work with Research, Design, Product, Commercial and our customers to shape and evolve our future integrated digital experience vision and break it down into achievable milestones to realize the vision
  • Translate customer data and insights into artifacts for product and business that provide shape and context to the customer experience (customer service data, voice of customer data, transactional data, etc.)
  • Understand and create artifacts to illustrate processes, systems, resources, and experiences according to internal and external personas 
    • Persona Development
    • Journey maps
    • Service blueprints
    • Ecosystem maps
    • Concepts
  • Work with researchers to design and conduct qualitative and quantitative studies that connect business goals with customer needs and preferences
  • Create future state artifacts that represent ideal states compared against prioritized roadmap
  • Create proof of concepts to validate with customers and business and technical stakeholders
  • Help plan and facilitate co-creation workshops with cross-functional partners to drive the analysis of current and future state of our services and customer experience
  • Help establish service design as an influential department within the UX/CX sector of Sealed Air

 

Qualifications

 

  • 4+ years of service design or related experience (CX Specialist/ Designer/ Researcher/ Analyst with omnichannel experience, Operations specialist and managers)
  • Experience with qualitative and quantitative research methodologies
  • Adept with modern design prototyping tools (Miro, Mural, etc.) to create illustrative artifacts that connected omnichannel customer experiences and supportive service blueprints
  • Experience leading through and applying structure to ambiguous problems and experiences
  • Ability to speak confidently to process and outcomes with business stakeholders
  • Experience working with and rallying cross-functional teams 
  • High-level understanding of how current coding languages are used to build modern digital products and websites (e.g. HTML, CSS, React/Angular/Vue) 
  • Track record of successful client or project outcomes

 

Requisition id: 41117 

Relocation: No  

The Company is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

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WHY WORK AT SEALED AIR?

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

Corporate sustainability. It’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.

Customer Success. Meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.

Leaving our communities better than we found them through dedication of time, talent and resources.


Nearest Major Market: Charlotte

Job Segment: Web Design, Supply Chain, Developer, User Experience, Creative, Operations, Research, Technology

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