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Service Design Lead

Ford Autonomous Vehicles, LLC. k

Palo Alto, CA | Onsite or Remote Possible

Jan 6
Job Description

The AV Experience Design (XD) team is growing and looking for members to design our AV services, including physical and digital needs of our moving people and goods customers. We are looking for creative individuals to be a part of our journey who can help further the vision and mission of the XD organization. We are committed to envisioning and creating simple, thoughtful, enjoyable, and compelling product and service experiences that continually encourage our teams and customers. Our group needs highly motivated, self-driven, hands on and passionate individuals that can work seamlessly with multiple design disciplines, ideal candidate is self-motivated with a persistent desire to learn and understand the unknown.


Our AV XD team brings together world-class specialists to research, design, develop and launch groundbreaking services at the intersection of hardware, software and content that allow people to reach their full potential. We will continue to employ the foundational elements of design thinking, psychology, and aesthetics into our process. Together we will build and deliver seemingly impossible experiences that define new categories and disrupt current business models that will advanced Ford’s mission of connecting the world.

The AV XD team is seeking an experienced Service Design Lead who will create industry-leading experiences from research insights and future trends that align with needs of our end-users, businesses and cities. Working as part of a design team and directly with our strategic partners to own the design, creation of inspirational AV service experiences!

What you’ll be able to do:
Your service design efforts will touch on all facets of the driverless ecosystem; will be highly hands-on, creative, and collaborative across cross-functional teams that relate to the app experience, vehicle interactions, in-vehicle experience, and specific partnerships experiences;
Lead a multi-discipline team of designers that crafts the experience roadmap of near term execution and far-term strategic investigations and deliverables across moving people and goods service journeys;
Lead the development of the service design objectives, develop the service journey that showcase industry leading moments and delight across the experience;
Guide teams based on user research to infuse empathy, creativity, strategies to ideate, to envision and design concepts, and innovate across the service journey; in collaboration with our business and HW/SW/vehicle teams to deliver a viable and feasible service offering;
Develop research provocations based on partnership engagements to gain early insights in the value of service opportunities;
Integration and collaboration with the CX teams to form relationship with the customers over time
Communicate the value of design and brand within a design and business context, and identify the critical design trade-offs to deliver value solutions;
Ensure the human is at the center of all decisions by representing the customer voice, acting as an interpreter of their values, needs and motivations. Bring user-centric design principles, techniques and “design-thinking” to the mobility service portfolio;
Lead standard methodologies regarding, consumer journey mapping, service blueprinting and an experience roadmap that align to insights associated with customer/user pain-points and opportunities based on a variety of research methods, customer interviews and other forms of discovery;
Contribute to the formal development of the service design practice creating the tools, methodologies and inspire innovative approaches and techniques. Determine how best to envision and convey concepts, ideas and touch-points across the E2E service offerings;
Guide and mentor junior designers, including new hires and interns throughout the year;
The minimum requirements we seek:

Master’s degree in Interaction Design, Industrial Design, Graphic Design, or related field
Five or more years of service design experience with emphasis on the conception, user validation and delivery of applications and/or services, as part of a multi-disciplinary team
Five or more years of demonstrated ability in human centered processes including heuristic evaluation techniques, framing challenges and iterative workflows; service blueprinting, skilled in the Adobe workflow;
At least five years of proven experience in design executions and design strategies;
Our preferred requirements:
Experience with the design, development and launch of B2B or B2C facing services.
Entrepreneur-like mentality that has crafted and launched services
Lives, breathes, respects all forms of design-centric fields;
Excellent understanding of production design practices, general product development processes, timing and product cycles;.
Ability to innovate, visualize and prototype new concepts to demonstrate and test with users and partners;
Experience being responsible for a project vision, execution, quality and client relationship.
Experience with user research, concepting, ideation and iterative prototyping.
Assist with workshop planning and facilitation


What you’ll receive in return:
As part of the Ford family, you’ll enjoy excellent compensation and a comprehensive benefits package that includes generous PTO, retirement, savings and stock investment plans, incentive compensation and much more. You’ll also experience exciting opportunities for professional and personal growth and recognition.

If you have what it takes to help us redefine the future of mobility, we’d love to have you join us.

Visa sponsorship may be available for this position.

By choice, we are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.

Ford Autonomous Vehicles, LLC.

Ford Motor Company was built on the belief that freedom of movement drives human progress. It’s a belief that has always fueled our passion to create great cars and trucks. And today, it drives our commitment to become the world’s most trusted company, designing smart vehicles for a smart world that help people move more safely, confidently and freely.

At Ford, we think self-driving vehicles have an important role to play in the future of our cities. We are building a commercial self-driving service to move people and goods with plans to launch in Austin, TX; Miami, FL; and Washington DC in 2022. Working in collaboration with our partner, Argo AI, Ford is also testing self-driving vehicles in Austin, Detroit, Pittsburgh, Palo Alto, Miami, and Washington, D.C.

Our ultimate goal is to provide a self-driving service that people value – whether that is through providing a safe, trusted ride or by delivering a package safely and on time.