Service Designer, Employee Experience

The Global People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business.We manage people knowledge and build project management capabilities across our company. Our work also ensures Meta remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments during their careers.Our Digital Experience and Content (DeCo) team uses design thinking and service design principles to gain a deeper understanding of our employees and their changing needs to optimize their experience working at Meta. We're mapping the employee experience from candidate stage, across onboarding, development and growth, to the alumni phase of the life cycle. By bringing service design practice into our team, we are able to develop end-to-end service experiences for our employees as they engage with our products, people, programs, and processes. We work closely with our cross-functional HR partners such as Engineering, Internal Communications, People Development, and Workplace Culture to solve the right problems and create a future that supports employee engagement and exceeds their expectations.As the Service Designer for Employee Experience, you will drive the process and engagement around building comprehensive journey maps and service blueprints to provide the end-to-end view of their experience flows. A key attribute to be successful in this role is being a systems thinker who can effectively orchestrate various aspects of how services, products, and programs interact.

• Create Service Design project plans, lead cross functional teams in design sprints using human-centered and design thinking methodologies
• Use service design tools to build a comprehensive view of the current state of employee experience in different journeys as well as the aspirational state
• Identify opportunities to improve employee experience across different touch-points and articulate the dependencies and complexities across these touch-points
• Perform user/customer research in partnership with our Research and People Insights teams
• Produce service design blueprints, journey maps, experience concepts and prototypes, empathy maps, and value proposition proposals, for the creation and evolution of products and services
• Conduct user acceptance testing to identify and raise engineering bugs, as well as developclear and concise product requirements to inform design briefs and decisions.
• Design and develop conversational interfaces / flows using natural language processing (NLP) and machine learning (ML) to enhance employee support and self-service capabilities
• Plan and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem
• Prototype services in order to validate ideas and iterate on them
• Turn insights and identify opportunities or spaces into differentiating service experiences
• Map user journeys and help partners define their processes to enable new service experience
• Educate audiences to the art of leveraging AI solutions (e.g. automations, AI workflows, AI agents) and identify specific applications to implement (e.g. voice, memory, orchestration, etc.)
• Identify best practices for AI no-code tools and prompt engineering to improve project work or proposed solutions efficiency
• Gain understanding of important issues, challenges, and opportunities for our cross functional partners within HR
• Participate in the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders
• Establish relationships and liaise with key stakeholders throughout the project life-cycle and able to communicate and envision service concepts to team members, stakeholders, and management by using diverse set of methods & tools that illustrate all the components and touch-points of the current and future service

• Bachelor's degree in a directly related field, or equivalent practical experience
• Degree in Human Computer Interactions, Design, Psychology, Computer Sciences or related disciplines
• Proven expertise in Design Thinking / Human-Centered Design
• 5+ years in Strategy & Operations, Design Consultancy or equivalent Service Design experience
• Academic and applied proven knowledge in one of the following areas: Research, User Experience, Interface Design, Prototyping, Business Design
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels
• Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
• Knowledge for Customer Experience Design and its centrality to the future success of large organizations
• Project and people management skills. Experience functioning as a project leader as well as an individual contributor
• Experience organizing data into clear service design blueprints and communicate ideas and designs to broad groups of stakeholders
• Knowledge in UI and UI best practices
• Proficiency with design and prototyping tools such as Figma, Adobe Indesign, Framer, Webflow or other similar tools used widely in the design community
• Proficiency with collaboration and visual thinking tools such as Mural, Miro, LucidSpark, FigJam
• Team player who has experience working within a self-directed principle and navigate ambiguity
• Demonstrate communication, analytical and interpersonal skills (e.g. driving and supporting roadshows, leadership demos, legal assessments/risks documentation, privacy reviews, etc.)

• Experience crafting a project vision, execution strategy and client relationship
• Experience with concepting, ideation, and iterative prototyping
• Experience building and maintaining working relationships with colleagues, clients, and key stakeholders