Principal Product Designer, Toast

• If you are a strategic thinker who loves being immersed in complexity, a passionate advocate for user-centered design, and have a robust track record of delivering remarkable service experiences, we would love to hear from you
• Proven experience applying service design thinking to end-to-end customer experiences in complex organizations
• Well-developed knowledge of service design principles, methodologies, and tools, with a track record of applying them successfully
• Expertise in research and analysis, with the ability to extract actionable insights from data collected across customers and internal stakeholders
• Excellent problem-solving skills and systems thinking, with the ability to untangle and distill complex problems into understandable solutions
• Proficient in communication, teamwork, and running meetings. Must be able to clearly explain design ideas and their reasons to everyone, including staff from different departments

Desirable

• We’re looking for a Principal Service Designer with an affinity for understanding and empathizing with customers, and a deep desire to create smooth and sustainable experiences for them
• In this role, you'll work closely with our cross-functional teams to improve the experience of restauranteurs, staff, and guests
• This role will work across our experiences in Point of Sale (POS), Kiosk, Server experiences, Kitchen experiences, and more
• As the Principal Service Designer, you will play a key role in shaping the end-to-end customer journey, identifying pain points, and spearheading impactful improvements
• Lead the service design process, from defining the problem and identifying opportunities to recommending and implementing tangible service improvements
• This includes researching, coming up with ideas, leading workshops, creating prototypes, and enhancing services
• Collaborate with cross-functional teams to improve the end-to-end customer experience for restaurants, staff, and guests
• Conduct discovery research to gain insights into customer needs, pain points, and behaviors related to the service experience
• Analyze and synthesize research findings to identify service design opportunities and develop innovative solutions
• Create and maintain service blueprints, customer journey maps, mental model diagrams, and other visual artifacts to illustrate the current and future state of the service
• Develop and iterate on service prototypes, ensuring they align with customer needs, business goals, and technical feasibility
• Champion a customer-centric design approach and bring stakeholders along with engaging workshops and compelling storytelling