Associate Service Designer, Disaster Client Care Applications

Job Description:

Why Choose Us?
As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, tothe Umoja African American Resource Group, our Veterans+ Resource Group, and the Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions. At the American Red Cross, your uniqueness can shine!

WHAT YOU NEED TO KNOW ABOUT THE JOB:

The Humanitarian Services Product Management team aspires to create human-centered digital experiences for our clients and workforce and to ensure our digital products support successful mission delivery. As an Associate Service Designer, you will apply design thinking approaches and collaborate with cross-functional teams to facilitate discovery of problems and opportunities in both digital experiences and business processes as well as co-create solutions to improve the experience, adoption, and mission success of our digital product portfolio. Our products support our humanitarian mission in many ways, including delivering financial assistance to those impacted by disasters, visualizing situational awareness for disaster response and logistics operations, and onboarding and assigning volunteers to critical mission roles.

Typical activities include using design thinking methods (e.g., ideation, journey mapping, service blueprinting, prototyping, testing, and feedback) as well as business analysis methods (e.g., business capability and process mapping) throughout the product design and delivery lifecycle and with a wide range of audiences, from senior leadership to front-line implementers. You'll work closely with product engineering colleagues on user story development and solution design. You'll bring a holistic view by researching externally for design inspiration and best practices while incorporating internal constraints such as business and technology policy, compliance, and standards to reduce risk.

This Associate Service Designer will support our disaster client care digital products. RC Care is the client case management and financial assistance system for the American Red Cross's disaster relief services, supporting our volunteer workforce in providing timely, relevant, and scalable services to our clients in need 24/7. The Shelter Client Information App is a new mobile application used for managing client registration and other disaster services provided to clients in shelters.

The work location for this exciting opportunity is virtual. The selected candidate will work 100% remotely from home and can be located anywhere in the United States with a preference to work East Coast hours.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):

1. Collaborating with technology, product, and business teams to uncover customer and business needs and translate them into intuitive and engaging digital experience designs that lead to desired mission outcomes.

2. Facilitating discovery sprints and workshops to support early-stage product definition by uncovering customer pain points and opportunities.

3. Facilitating collaboration and communication between technology and business stakeholders through discovery, design, and product development sprints.

4. Adapting industry best practices and creating new service design and business analysis tools, methods, and standards. Promote adoption across cross-functional teams.

5. Learn and understand business processes and how new applications or current system enhancements can best ensure the success of business users. Investigate complex operations-related problems/inquiries and recommend, facilitate and coordinate solutions. Evaluate new IT developments, applications and evolving business/systems requirements. Document, analyze, and clarify business requirements and translate into technology artifacts from which technology solutions are developed ensuring adherence to system architecture and software compliance standards. Define new and enhanced business processes.

6. Creating effective visual storytelling artifacts of business and technology concepts to promote decision-making and product design.

7. Partner with clients to develop a strategic plan to implement their technology vision. Audit existing and blueprint new digital experiences, identifying opportunities and solutions for improvement and experimentation.

8. Creating process and user flows, journey maps and interaction models, and service blueprints, resulting in low to high-fidelity prototypes, artifacts, and tools.

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Scope: Individual contributor that works under limited supervision. Apply subject matter knowledge. Capacity to understand specific needs or requirements to apply skills/knowledge.

Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.
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WHAT YOU NEED TO SUCCEED (required/minimum qualifications):
Education: Bachelor's degree in a related field required or equivalent experience.
Experience: Minimum 4 years of related experience or equivalent combination of education and related experience required*. At least 2 years of experience in digital service design, digital product design, user experience UX design, human-centered design, or customer experience design and at least 2 years of design thinking and/or UX tools and methods.
Management Experience: N/A

Skills & Abilities:

• Proficiency in at least 3 of the following areas: agile product development projects, design sprints, design workshop facilitation, digital service design, UX and UI design, business process redesign, user story development, requirements analysis, product analytics

• Ability to apply knowledge of systems life cycle, systems integration, and data management principles.

• Intermediate business acumen with the ability to align IT priorities with business objectives.

• Clear and effective writing, documentation, and business facilitation/presentation skills.

• Intermediate proficiency with business assessment/modeling and agile product development tools (e.g., Mural, Miro, LucidChart, Figma, Axure, Jira, Confluence, Monday.com, etc).

Travel & Work Conditions: Occasional travel may be required for workshops and direct client and workforce user experience research. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster. A current, valid driver's license with good driving record is required.

* Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).
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Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

The salary range for this position is: $85,000 - $95,000

Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. **We will review specific salary information at the time of phone screening based upon your location & experience.**

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

BENEFITS FOR YOU:
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work, retirement, getting healthy and more. With our resources and perks, you have amazing possibilities at the American Red Cross to advance and learn.
* Medical, Dental, & Vision Plans
* Health Spending Accounts & Flexible Spending Accounts
* PTO + Holidays
* 401K with up to 6% Match
* Paid Family Leave
* Employee Assistance Programs
* Disability and Insurance: Short + Long Term
* Service Awards and Recognition

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights