Electronic Arts

Senior Service Designer - Experience Design Team

EA’s Fan Growth organization elevates the experiences customers get from our entertainment and maximizing their fun. We’re inspired by the experiences our fans have with EA. We value people who bring new ideas to make Fan Growth a great place to be and be from. We celebrate diversity and inclusion. It’s just as important for us to create great experiences for our people as for our players. We’re looking for people who will show up excited to work and ready for fun.

At EA, our Design team sets the standard for fan journeys using service design methodologies, ensuring a human-centered focus in all our experience solutions. We help our organization view the big picture through the eyes of our end-users and provide the tools to integrate design across all interactions.

We are looking for a systematic thinker, with a talent for Service Design who is passionate about simplifying complexity. The Senior Service Designer will report to the Director of Experience Design. Our approach is fan-centered, aiming to measurably improve experiences by reducing friction for our fans and employees. The team leads the Service Design practice within our strategic framework, partnering with other teams to prioritize human-centered experiences.

Responsibilities:

- Lead co-creation workshops to build service blueprints, allowing strategic support for future experiences and enhancing our ways of working.

- Identify opportunities for improvement across multiple touchpoints, explaining dependencies and complexities.

- Create project plans and lead teams in collaborative solution development using design thinking methodologies.

- Conduct user research in partnership with Data, Insights and UX teams.

- Produce service design blueprints, journey maps, concept designs, prototypes, empathy maps, and value proposition proposals.

- Manage projects by defining scope, goals, and deliverables in collaboration with partners.

- Work with partners to ensure solutions consider global variances and needs.

- Develop a comprehensive understanding of user problems and goals and communicate solutions.

- Break down work into manageable parts, considering resource dependencies and cross-company collaboration.

- Use change management best practices to engage partners throughout project lifecycles, ensuring successful adoption.

Qualifications:

- Degree in Human-Computer Interaction, Design, Psychology, Organizational Design, or related fields.

- 10+ years of experience in Service Design, Organizational Design, or equivalent fields.

- Academic and practical knowledge in Research, Visual Design, Prototyping, or Business Design.

- Experience with conceptualization, brainstorming, and iterative prototyping, employing multiple methods like staging and role-playing.

- Project and people management skills, with experience as both a leader and individual contributor.

- Ability to organize data into clear service design blueprints and communicate ideas to diverse partners.

- Proficiency with design and prototyping tools such as Figma, Adobe, Miro, Sketch, InVision, or similar.