Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.
Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.
We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.
Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
PurposeAs part of the Design Organisation, the Service Designer (UX Researcher) plays a key role in shaping the end-to-end user and service experiences by driving service blueprinting and customer journey efforts shaped by research activities for complex payment services.
Your primary responsibility is to map service ecosystems, identify opportunities, and coordinate across multiple internal and external touchpoints.
However, this role from time to time will also involve generative and evaluative UX research (e.g., user interviews, usability testing).
You will collaborate with designers, product stakeholders, developers, sales, and customer support to conduct high quality research to understand these service touchpoints, internal processes, and user journeys.
We strive to learn and understand our users' needs and behaviours to provide insights that will inform cohesive and scalable product design, service design, and strategy.
You should have a deep understanding of design thinking and service design practices, and possess research methodology, facilitation, and stakeholder management skills.
With your ability to navigate ambiguity in complex domains, you will be instrumental in influencing business strategy by highlighting the processes and challenges within experiences that span multiple touchpoints, channels, and countries, and creating future-state solutions.
Essential DutiesRun co-creation workshops with different teams to find problems and opportunities across the service lifecycleObtain a holistic view of an existing end-to-end process with the ability to envision and communicate its ideal future stateLead the creation of service blueprints, journey maps, and ecosystem maps showing current and future state experiencesLearn about our products and their limits to find areas for improvementAbility to apply logical thinking to solve complex problems on a systems levelBuild relationships and liaise with key stakeholders (product, engineering, legal, sales, support) to gather insights and ensure alignment on serviceEngage external users, partners, or merchants (when applicable) to validate service flows and identify pain points in payment experiencesShare research results and recommendations through reports and presentations to different audiencesUnderstand and translate business requirements and constraints into research initiativesPlan, design and conduct user research studies (interviews, surveys, site visits, and usability tests etc.)Work with designers and product managers to prioritise research findings Stay updated on industry trends and user experience best practices, and share research knowledge with the team Required QualificationsBachelor's degree in Human Computer Interaction, Sociology, Psychology, Interaction Design, or similar fieldAt least 2 years of work experience in user experience, service design, product design research, experience design, or similar areaRecognition of Prior Learning (RPL) also consideredExperience with various UX Research activities, such as such as interviews, persona creation, contextual inquiries, surveys and usability studiesExperience creating service blueprints and user journey maps, plus knowledge of other service design tools (like ecosystem loops, concept walkthroughs, impact journeys)Experience using design thinking methodsAbility to combine complex information from different sources to see the big picture and connect it to other business projectsAbility to work through ambiguity and solve complex problemsAbility to make decisions and adapt based on understanding of business goals, needs, and challengesMust have excellent time management skills:handle multiple projects at once and know how to prioritiseMust be a collaborator and team player Preferred QualificationsDegree (MS/BA/BSc) in a related fieldPreference for 2-3+ years of experience, but open to less experienced individuals who can demonstrate strong knowledge and skill setExperience with creating service concepts, mockups, or the most effective medium for conveying service interactionsAbility to travel 1-2 times per year, if necessaryCompetenciesStrong ability to empathise with usersStrong understanding of the strengths and shortcomings of different research and design thinking methods, including when and how to apply them during the product life cycleKnowledgeable and have a deep understanding of the user-centered design processExperience with remote research tools (i.e. UserTesting, User Interviews, Figjam) Experience with mapping tools (i.e. Figma, Miro)Excellent visual, written, and oral communication and presentation skillsSelf-starter who takes initiative A strong eye for detail, initiative and committed to delivering high quality work independently or as part of a team