Lead UX Service Designer

At Toast, we are committed to creating a world-class service experience for our restaurant customers. The Foundations team is responsible for shared cross-ecosystem experiences, as well as UI and UX design guidance to all Toast applications.

We’re looking for a Lead Service Designer with a passion for understanding and empathizing with users, and a strong desire to create smooth and sustainable systemic experiences for them. In this role, you will collaborate with teams across functions and organizations, to define and improve shared cross-ecosystem experiences that have a major impact on both internal users and customers. 

As the Lead Service Designer, you will play a key role in shaping the end-to-end customer journey, identifying pain points, and driving impactful improvements. If you are a strategic thinker who loves being immersed in complexity, a passionate advocate for user-centered design, and have a strong track record of delivering exceptional service experiences, we would love to hear from you. 

About this roll* (responsibilities):

• Lead the service design process, from defining the problem and identifying opportunities to recommending and implementing tangible service improvements

• including research, ideation, workshopping, prototyping, and implementation of service improvements

• Collaborate with cross-functional teams to improve the end-to-end customer experience for restaurants using Toast software, and interacting with our support teams

• 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, 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

Do you have the right ingredients* (requirements)?:

• Proven experience applying service design thinking to end-to-end customer experiences in complex organizations

• Strong understanding 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

• Strong communication, collaboration, and facilitation skills, with the ability to effectively present and articulate design concepts and rationale to cross-functional partners and stakeholders at all levels

Special Sauce* (nice to haves):

• Experience in the hospitality or restaurant industry, with a deep understanding of its unique challenges and opportunities

• Service design experience for B2B SaaS companies serving small businesses

• Domain expertise in shared and platform experiences or customer support experience.

• Experience with data visualization and analytics tools to derive insights and inform service design decisions

Our spread* of Total Rewards:

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*We love a good bread or food pun!!

#LI-REMOTE