Senior Service Designer

Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with an ever expanding suite of tools to help small businesses succeed such as marketing automation, multi-channel campaigns, CRM, analytics tools, and more. 

Our Design department is a multi-disciplinary team comprising product design, design operations, content strategy, service design and customer research. We work cross functionally with just about every team from marketing, to product, to employee experience to deliver a unified customer experience and make things feel like Mailchimp.

We are looking for experienced service designers who will help us differentiate with a world-class customer experience that consistently outpaces expectations and transforms our offering from a quality product to an indispensable service that our customers love and rely on. We’re looking for those who care deeply about their customers, are able to understand complex systems of information and simplify that information for others, and will bring a sound, process-oriented design methodology.

As a Service Designer at Mailchimp, you:

• Enjoy collaborating with cross-functional stakeholders
• Love exploring the latest and greatest processes and methods 
• Work to help define clear problems, hypotheses and goals based on customer research and data to map experiences
• Can adapt quickly and take action on insights while staying focused on results
• Are customer focused and value diverse perspectives

What you’ll do here:

• Responsible for articulating and mapping user journeys and holistic view of the experience by identifying critical touchpoints, how those touchpoints are connected, and how people experience the Mailchimp brand
• Work to identify and prioritize opportunities that will inform our experience strategy
• Balance stakeholder needs and facilitate alignment in service of customer needs
• Responsible for ensuring the end-to-end experience meets or exceeds the needs and objectives of your customers and meets our core business objectives in a measurable way.

We’d love to hear from you if you have:

• An ability to autonomously explore undefined problem spaces to establish clarity and structure
• A proven track record and a passion for designing compelling user experiences; bonus if you have experience empowering small business owners
• Experience with a range of human-centered and accessible design techniques such as conceptual models, personas, user journeys, service blueprints, wireframes, and interactive prototypes to convey the expanse of a user’s experience. 
• Experience navigating, coordinating, facilitating discussions between multiple lanes of business
• Experience conducting research through competitive analysis, rapid prototyping, and in-person testing and interviews with customers
• Experience working with Miro and Figma; or the ability to quickly learn these tools; bonus if you have experience working with tools like Qualtrics, Pendo, or Looker.

At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

How you’ll work:  Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

• Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems. 
• Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
• Expecting the best: You hold yourself and others accountable to meet commitments
• Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
• Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
• Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
• Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
• Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service

Curious how hiring has shifted at Mailchimp due to Covid-19? Click here to find out more! 

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social.

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.