Senior UX Service Designer

Position Overview:
Tencent Overseas IT has the mission to empower Tencent’s rapid global growth with future ready, global IT platforms, applications and services. We are chartered to lead the Overseas IT strategy, architecture, roadmap and execution. Satisfying our internal/external customers and becoming a world class global IT team are our top aspirations.

We are currently seeking a passionate Service Designer to create a world class digital workplace experience for everyone at Tencent Overseas. Reporting to the Director of Employee Experience, you’ll be responsible for designing and building services and capabilities throughout the entire employee lifecycle, creating a cohesive, personalized and intuitive experience.

Working closely with our employees, engineers, partners and stakeholders, you will play a critical role to design, implement and support employee services to enable a simple, sleek, cohesive employee experience.

Primary Duties & Responsibilities:

• Provide creative leadership for multi-disciplinary teams, ensuring high quality results
• Lead the use of design research techniques to uncover customer needs and pain points
• Analyze and map complex journeys and processes
• Lead the development of service concepts, blueprints and other service design artefacts
• Establish and manage client relationships
• Represent service design in key initiatives from proposal development to pitch meetings
• Extend the craft and share the practice across the company and beyond
• Run online and offline design thinking workshops
• Plan, conduct and provide readouts for research activities such as surveys, interviews and focus groups
• Evangelize design mindset

Who we are looking for:

• Self-motivated, articulate, passionate to deliver the best result and achieve the highest customer satisfaction. Quick learner.
• Love satisfying customers with a state of art cloud solutions, realizing ideas, building services, and unlocking the potential of new technology!
• Comfort with ambiguity and unstoppable drive to create order out of chaos
• Collaborative, independent, insistent, flexible, and open minded. And you see no conflict in any of these things
• Knowledgeable, resourceful and show initiative. You always keep the customer’s objectives in mind
• Positive by nature, a great team player, and both dependable and autonomous
• Customer oriented and could work at a very fast pace

Qualifications:

• Bachelor's degree in Computer Science, Human-Computer Interaction, Cognitive Science, Experimental Psychology, Anthropology,
• Information Science or a related field, or equivalent practical experience
• 8 years of work experience in an applied research setting, and/or product research and development
• 7+ years of relevant experience in service design, including experience integrating user research into service designs and design practices
• 7+ years experience in designing services in finance and/or tech industry, gaming a big plus
• You know what is Design Thinking
• You are Experience-Driven and User Centric
• You know how to plan and execute User Research and extract Insights from it
• You know how to design a User Journey Map
• You understand the three basic service moments: Before, During and After
• Knowledge of existing and emerging digital design tools
• You understand what Touchpoint sand Channels are
• You understand the differences between Front stage and Back stage
• You know what are pain points
• You know how to plan and execute co-creation workshops with stakeholders
• You use the available resources to prototype services and validate ideas
• You know how to design a Service Blueprint and prepare it to be presented and delivered to the client
• Experience in digital design tools such as Sketch App, Figma, Adobe XD, InVision and Marvel
• Experience in running online and offline workshops
• Experience drawing quantitative and qualitative insights from data and user research
• Experience in designing employee experience a plus
• Bilingual in English and Mandarin a strong plus

About Tencent
Founded in November, 1998, Tencent is a leading provider of Internet value added services in China. Since its establishment, Tencent has maintained steady growth under its user-oriented operating strategies. On June 16, 2004, Tencent Holdings Limited (SEHK 700) went public on the main board of the Hong Kong Stock Exchange. Tencent is focused on bringing high-quality and engaging internet services and entertainment to its users. In China, Tencent is the largest publisher of online games and we work together with world-renown developers such as Activision, Epic Games, Halfbrick Studios, King, and Riot Games.

About Tencent America
Tencent America is the US branch of Tencent, a leading provider of Internet services in China. Among the key areas are investments, gaming, artificial intelligence, cloud services, entertainment, and internet services. Some of our partner companies and brands are WeChat, QQ, Tencent Cloud, Activision, Epic Games, Halfbrick Studios, King, and Riot Games. Our US headquarters is in Palo Alto and we have other offices in New York, Los Angeles and Seattle. Our growth strategy is focused on attracting the best people and creating an amazing work atmosphere that balances the energy of a start-up with the resources of a global innovation leader. As a Chinese company which is pursuing new markets and growing rapidly in the US, we maintain an entrepreneurial spirit and open mindset. If you are eager to do groundbreaking work in a friendly, cross-cultural environment, we can provide unparalleled stability, resources, access to more than a billion users, and an international perspective. If you, like us, are ambitious and self-driven, we invite you to explore Tencent America. Come join us and explore the power of human connection!