Posted on 
Jun 21

Service Design Director

Remote

Company Description

Recognized by Forbes as one of the fastest-growing private companies in the United States. Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.

Our employees are our most valuable resource. Palmetto is a VC-backed high-growth company with a promote-from-within culture for talent development. We offer excellent traditional benefits such as unlimited vacation, medical, dental, and vision coverage, and retirement plans. We are also proud to offer innovative benefits that help our employees thrive in a 21st-century economy, including a fully remote work staff, 2-week annual sabbaticals, parental leave, and unlimited PTO - among other benefits.

Summary of Role

Palmetto is looking for an experienced service design leader who can build a service design capability and enable Palmetto to differentiate and grow through a world-class customer experience. We’re looking for a leader who cares deeply about people and creating impactful experiences, is able to understand complex systems of information and service delivery, and has the ability to productively engage with and mobilize multiple functions across the organization in service of the customer experience.

Responsibilities
- Ensure optimal customer interactions across all journey touchpoints. Design for both the target customer’s experience and our organization’s ability to implement and scale.
- Articulate and map holistic customer journeys that encompass digital and physical touchpoints across multiple internal, partner, and government stakeholders. Align the organization to our desired end state. Identify critical leverage points and sequencing for iterating to achieve our CX vision.
- Project manage the organization’s CX and service design evolution, working closely with key product, UX, CX, operations, policy, and marketing SMEs as well as external partners and stakeholders.
- Plan and conduct research to learn more about Palmetto customers and stakeholders, to identify pain points and problems to solve, and identify opportunities to optimize the overall customer experience.
- Work and feel comfortable in both the field (gathering research and building your knowledge of users’ experiences), in presenting your findings (building a shared understanding of experiences among teams and stakeholders), and in brokering and driving cross-functional alignment.
- Be the official caretaker and guardian of the holistic customer experience. Set up processes and rituals for managing changes/evolutions to the customer experience.
- Identify where the service design function lives within the Palmetto org structure, and how to evolve service design from an organizational initiative to a well-defined organizational capability and institution. Build a team as needed.
- Serve as Palmetto’s resident expert on service design and the overall customer experience. Drive a broader awareness and understanding of service design across the organization.

Qualifications
- 10+ years of experience in human-centered design; marketplace experience preferred; experience connecting digital and physical experiences preferred
- Customer-focused values diverse perspectives and has experience designing applications and services that are human-centric
- Passion for exploring the latest and greatest processes and methods, and possesses significant and documented experience working on large transformation initiatives focused on CX design, process design, process improvement, and automation
- Strong research-based thinking with the ability to define problems, hypotheses, and goals clearly, and map them to journeys
- Strong people management skills with experience hiring, managing, and growing exceptional teams
- Excellent cross-functional collaboration skills; ability to effectively influence marketing, product, operations, platform, infrastructure, data, legal and compliance, and other teams to deliver business value
- Ability to thrive in a fast-paced, ever-changing environment; high adaptability and flexibility

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.

For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy

Description

Company Description

Recognized by Forbes as one of the fastest-growing private companies in the United States. Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.

Our employees are our most valuable resource. Palmetto is a VC-backed high-growth company with a promote-from-within culture for talent development. We offer excellent traditional benefits such as unlimited vacation, medical, dental, and vision coverage, and retirement plans. We are also proud to offer innovative benefits that help our employees thrive in a 21st-century economy, including a fully remote work staff, 2-week annual sabbaticals, parental leave, and unlimited PTO - among other benefits.

Summary of Role

Palmetto is looking for an experienced service design leader who can build a service design capability and enable Palmetto to differentiate and grow through a world-class customer experience. We’re looking for a leader who cares deeply about people and creating impactful experiences, is able to understand complex systems of information and service delivery, and has the ability to productively engage with and mobilize multiple functions across the organization in service of the customer experience.

Responsibilities
- Ensure optimal customer interactions across all journey touchpoints. Design for both the target customer’s experience and our organization’s ability to implement and scale.
- Articulate and map holistic customer journeys that encompass digital and physical touchpoints across multiple internal, partner, and government stakeholders. Align the organization to our desired end state. Identify critical leverage points and sequencing for iterating to achieve our CX vision.
- Project manage the organization’s CX and service design evolution, working closely with key product, UX, CX, operations, policy, and marketing SMEs as well as external partners and stakeholders.
- Plan and conduct research to learn more about Palmetto customers and stakeholders, to identify pain points and problems to solve, and identify opportunities to optimize the overall customer experience.
- Work and feel comfortable in both the field (gathering research and building your knowledge of users’ experiences), in presenting your findings (building a shared understanding of experiences among teams and stakeholders), and in brokering and driving cross-functional alignment.
- Be the official caretaker and guardian of the holistic customer experience. Set up processes and rituals for managing changes/evolutions to the customer experience.
- Identify where the service design function lives within the Palmetto org structure, and how to evolve service design from an organizational initiative to a well-defined organizational capability and institution. Build a team as needed.
- Serve as Palmetto’s resident expert on service design and the overall customer experience. Drive a broader awareness and understanding of service design across the organization.

Qualifications
- 10+ years of experience in human-centered design; marketplace experience preferred; experience connecting digital and physical experiences preferred
- Customer-focused values diverse perspectives and has experience designing applications and services that are human-centric
- Passion for exploring the latest and greatest processes and methods, and possesses significant and documented experience working on large transformation initiatives focused on CX design, process design, process improvement, and automation
- Strong research-based thinking with the ability to define problems, hypotheses, and goals clearly, and map them to journeys
- Strong people management skills with experience hiring, managing, and growing exceptional teams
- Excellent cross-functional collaboration skills; ability to effectively influence marketing, product, operations, platform, infrastructure, data, legal and compliance, and other teams to deliver business value
- Ability to thrive in a fast-paced, ever-changing environment; high adaptability and flexibility

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.

For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy

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