Service Designer (40 hrs.) Main Library at Columbus Metropolitan Library

Columbus, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

81161.6

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Design, Human-Centered Design, User Research, Journey Mapping, Prototyping, Project Management, Workshop Facilitation, Design Thinking, Stakeholder Communication, Cross-functional Collaboration, Persona Development, Data Analysis, Microsoft Office, Strategic Planning, Problem Solving, Diplomacy

Industry

Libraries

Description

Job Title: Service Designer (Full-Time/Exempt) Pay Range: $60,486.40-$81,161.60 (commensurate with experience) Location: Main Library Note: For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy Our Commitment to Diversity Open to all doesn’t just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that’s how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law. At Columbus Metropolitan Library, we are striving to build a workforce that is as diverse as the communities we serve. Learn more about Our Employee Experience: https://www.columbuslibrary.org/careers/employee-experience/ [https://www.columbuslibrary.org/careers/employee-experience/]. What We Offer: * A robust benefits package that supports your physical, mental, and financial well-being. * Comprehensive medical, dental, and vision plans to meet your healthcare needs. * A qualified employer for Public Service Loan Forgiveness. * Access to mental health resources and employee assistance programs for your peace of mind. * Generous paid time off and leave options to balance your work and personal life. * Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans. * A variety of voluntary and supplemental insurance plans to complement your lifestyle. Comprehensive overview of our benefits: https://www.columbuslibrary.org/employee-benefits/ [https://www.columbuslibrary.org/employee-benefits/] About the Position: Leads collaborative projects within a strategic portfolio that enhance library services, programs and policies through the application of service design. This position champions innovative, human-centered design approaches by conducting research, facilitating workshops, and working closely with multidisciplinary teams to generate innovative solutions. This position ensures effective project management, clear communication of findings, and continuous improvement by integrating best practices in service design and fostering a culture of innovation and service within the library. Position Schedule: 8:00am-5:00pm - Monday-Friday What You’ll Do: * Supports the creation of effective design approaches and plans that ensure all service improvements and innovation efforts align with organizational goals and advances the library’s mission. * Leads and manages the planning and execution of collaborative projects and policies aimed at enhancing library services and programs through design thinking, user research, and prototyping. * Plans and facilitates project meetings by preparing agendas, coordinating attendees, and ensuring clear decisions and action items. Manages organized project documentation and assists with tracking progress, milestones, and deliverables using project management tools and digital platforms, to ensure scope and quality standards are met. * Conducts discovery and human-centered research (such as interviews, surveys, and observations) to understand user pain points, needs, and experiences, and to identify opportunities for improving library programs and services. * Contributes to the creation of journey maps, personas, and other service design artifacts that help visualize and communicate user experiences and opportunities for service delivery improvement. * Collaborates with multidisciplinary team members to generate creative ideas and innovative approaches for addressing challenges faced by library users and staff. * Participates in prototyping, developing and testing solutions, gathering feedback from users and staff, and documenting outcomes and recommendations for further development. * Facilitates workshops, brainstorming sessions, and meetings focused on service design and innovation. * Presents findings and proposed solutions to internal teams and stakeholders in a clear and accessible manner, both verbally and in writing. * Continuously learns about new service design methods and library best practices and applies this knowledge to improve team and organizational outcomes. * Travels to various locations within our system; other library systems, to vendors and partners. * Performs additional duties as assigned in support of service design projects, including assisting with technology used in research and prototyping, and providing other support as needed. May serve on task forces, committees, etc. Minimum Qualifications: * Bachelor’s degree or equivalent experience required. * 2-3 years of experience using and/or participating in service design methodologies, such as user research, journey mapping, prototyping and testing, or equivalent skills and experience that demonstrate the ability to learn service design practices. * Demonstrated experience managing multiple projects with dynamic timelines, utilizing appropriate discretion, judgment and project management software (e.g., MS Project, SmartSheet, SharePoint). * Experience working effectively in cross-functional teams and facilitating workshops or design thinking sessions. * Ability to relate well and build appropriate rapport and relationships with a variety of people at all levels of the organization, as well as people outside the organization. Uses diplomacy and tact and can diffuse even high-tension situations comfortably. * Strong organizational skills and attention to detail. * Ability to research and understand user needs, behaviors, and experiences and collaboratively translate these into actionable improvements. * Ability to think creatively and develop innovative solutions to enhance library services and/or the implementation of existing services and policies. * Ability to present findings and recommendations in a compelling and accessible manner. * Ability to clearly articulate design concepts and user needs to diverse audiences, including staff and users. * Familiarity with library operations, resources, and the unique needs of library users and staff. * Demonstrated commitment to continuous learning, innovation, a willingness to try new things, and to adapt in a changing environment. * Ability to operate library technology including personal computers, email, software programs (i.e. Windows/Microsoft Office) and other job-related equipment and systems. * Ability to travel to various locations within our system, other library systems, vendors and partners. * Valid driver license which meets the minimum requirements of CML’s vehicle insurance policy and access to a personal vehicle to promptly report to varied work locations as assigned. Working Conditions and Physical Demands The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles (e.g., use of safe workplace practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions). Work requires minimal demand for physical effort.

Responsibilities

Leads collaborative projects to enhance library services and policies using human-centered design and research methodologies. Facilitates workshops and works with multidisciplinary teams to prototype and implement innovative solutions for users and staff.