Overview

Shopify is on a mission to simplify the complexities of commerce for merchants around the globe. At Shopify Plus, we work with some of the fastest growing, most ambitious brands in the world. We power organizations like Allbirds, FashionNova, Purple Mattress, Gymshark, Rebecca Minkoff, P&G, Kanye West, and Kylie Cosmetics to realize their ambitions. We believe that our customers should love their commerce platform—and that our platform will help them reinvent their industries. We’re in hyper-growth. You’ll be joining Shopify Plus at a pivotal moment in our 100-year journey to make commerce better for everyone.

As we continue to scale a more holistic, participatory, and cross-functional approach to designing experiences for our merchants, we’re looking to add a senior service design practitioner to our team. This is a very senior individual contributor role, intended for someone with vast expertise in service design who wishes to continue to hone their craft as a practitioner and applied thought leader. The role will primarily focus on supporting the research, design, and implementation of a scalable service model for Shopify Plus merchants around the world. You’ll collaborate with a cross-functional team, including members of merchant success, customer support, marketing, product, business operations, data science, enablement, and knowledge management. This is a high-impact, high-visibility opportunity to contribute your expertise at a critical moment in our growth at Shopify Plus.

As a Service Designer, you’re passionate about understanding everything you can about our merchants and the internal teams that support them. You crave all the data—quantitative and qualitative—and demonstrate expertise in leveraging data to identify and visualize the biggest opportunities for impact throughout the merchant journey, resulting in palpable improvements that will elevate Shopify Plus as an industry leader in enterprise service delivery. You’re right for this role if you can translate insights into actionable artifacts that communicate and align; if you’re a highly skilled storyteller and facilitator that influences others to take action; if you engage with humility and kindness; and are always open to learning from and helping others.

Responsibilities:

  • Act as the lead service designer, working cross-functionally to design and implement a new scalable service model that balances the needs of enterprise merchant organizations, service users, and service employees;
  • Lead generative and evaluative research for related service model initiatives to achieve cohesive and well-orchestrated solutions for merchants throughout their journey;
  • Translate quantitative and qualitative insights into actionable artifacts, including journey maps, actor maps, service blueprints, touchpoint inventories, system maps, etc.;
  • Prepare summaries of project findings and recommendations along with supporting visualizations;
  • Identify and advise on human-centered key performance indicators (KPIs) that can be used to monitor and measure performance pre and post-implementation;
  • Champion human-centeredness in everything we do at Shopify Plus;
  • Demonstrate excellence in your craft and always strive to innovate;

What we’re looking for:

  • Experience applying service design in-house as a senior practitioner or as a senior consultant with an agency.
  • Able to organize complex experiences and processes into intuitive and actionable artifacts.
  • An impressive portfolio of information visualizations, including those relevant to service design: journey maps, system maps, service blueprints, actor maps, etc.;
  • A great depth and familiarity when applying design thinking, systems thinking, and service design methods and tools to your work;
  • Experience in at least one end-to-end service design project, including everything from discovery and synthesis through to delivery and evaluation;
  • Excellent interpersonal skills with an ability to truly engage, connect, and create trust among participants and colleagues on all levels

Please note this posting will close August 16th at 5pm EDT.

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.