Service Designer

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property – such as manufactured homes and specialty dwellings – and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can’t.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re’s Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day.  This position has a hybrid schedule, 40-50% of the time in the office in Amelia, OH.

We're seeking a talented Service Designer to join our Customer Experience team and help us create innovative, customer-centric solutions. As a Service Designer, you will play a critical role in creating experience designs across all interaction channels. You'll work closely with our UX Researchers to direct additional user testing, create design assets for development teams, and assist UX/UI Designers in developing rich digital-first, digitally enabled, and non-digital experiences. Your goal will be to ensure that our designs meet customer needs and are easily understood by implementers.

Responsibilities:

• Lead workshops of cross-functional subject matter experts to envision new digitally enabled and non-digital experiences that are beneficial and feasible while leveraging design thinking methodologies.
• Create service prototypes for iterative testing and refinement.
• Collaborate with the Operations Consulting Group to synergize service design with process optimization.
• Leverage service design tools (e.g., journey mapping, service blueprinting) to identify opportunities for new experiences that better meet customer needs.
• Identify success measures for design work that tie customer impact with business value creation.
• Contribute to the strategic design efforts of the CX team in order to visualize the aspirational customer journey of the future.

Qualifications:

• A degree in Design, Psychology, or a related field, with a strong foundation in human-centered design principles and methodologies.
• 5 years or more of experience in service design, with a portfolio that showcases your expertise in creating user-centered designs.
• Agile certification or CCXP is a plus.
• Strong experience in service design and prototyping solutions (e.g., Figma, InVision, Sketch, Axure, Miro).
• Expert in design workshop facilitation while leveraging design thinking methodologies.
• Strong experience in visualizing service experiences via wireframing, prototypes, screen flow diagrams, etc.
• Experience creating journey maps, service blueprints, etc., to diagnose and design experiences.
• Exceptional willingness to be a continuous learner of new methodologies and technologies.
• Strong collaborating with a willingness to either lead or be a contributor to agile teams.
• MS Office suite.

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible).
• Prescription drug coverage (included in your health insurance plan).
• Vision and dental insurance plans.
• Additional insurance coverages provided at no cost to you, such as basic life insurance equal to 1x annual salary and AD&D coverage that is equal to 1x annual salary.
• Short and Long Term Disability coverage.
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes Spouse/domestic partner and children).
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity).

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded.
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries.
• Eligibility to receive a yearly bonus as a Munich Re employee.
• A variety of health and wellness programs provided at no cost.
• Paid time off for eligible family care needs.
• Tuition assistance and educational achievement bonuses.
• A corporate matching gifts program that further enhances your charitable donation.
• Paid time off to volunteer in your community.

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services. 

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.