THE OPPORTUNITY

A&F is looking for a talented Senior Service Designer with primary research and service design experience. Service Designers at A&F are all about customer behavior. How do customers respond to particular experiences, and where are the opportunity spaces? The Service Designer’s role is to dig for the possibilities, make sense of it all, and inspire teams with very clear, actionable insights and observations. If you’re a talented communicator, cultural observer, strategic thinker, and compelling storyteller, then we’d love to hear from you.

WHAT WILL YOU BE DOING?

• Drive the design of systemic interventions in complex, multi-partner ecosystems.
• Champion visual frameworks, like journey maps, service blueprints, ecosystem maps that help bring clarity to complex challenges in human behaviors, relationships, workflow and processes, and drive decision making.
• Look beyond point solutions and apply design-led thinking to deliver new multi-channel design ecosystems and create the future of retail at A&F.
• Establishing research methods and strategies within a cross functional experience team.
• Independently conduct research, through independent data research and/or customer shadowing and interviewing, to identify customer/business problems which require innovative solutions.
• Build customer and employee empathy and emotionally connect to the lives of the people we serve with those who serve.
• Plan and conduct research with existing/potential customers and existing/potential service providers (service front-end and back-end).
• Lead cross-functional teams in design workshops using human-centered and design thinking methodologies.
• Translate insights into opportunity spaces for providing differentiating service experiences.
• Design presentations and prototypes to communicate new ideas, experiences and strategies.
• Support efforts to ensure the end-to-end experience meets or exceeds the needs and objectives of customers and meets our core business objectives in a measurable way.
• Helps define service design best practices for the brands.

OUR COMPANY
Abercrombie & Fitch Co. is a portfolio of five global, renowned lifestyle brands: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. We reach customers across 120+ countries and strive to create inclusive, welcoming, omni-channel experiences for our global customers.

OUR VALUES
How do we do it? Every day, our associates show up and empower one another to stay curious and think big. As a team of relentless innovators, we aren’t afraid to dream boldly. We are accountable and aim to the highest caliber to understand, push boundaries and embrace change. We coach, mentor, care, and bring our best selves every day because we are in this together. Whether you lead yourself, a team, or the company, everyone is a leader at A&F. 

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER

This position is not open to applicants residing in or otherwise based in the State of Colorado.  The work location is flexible if approved by the Company, except that the position may not be performed remotely from within the State of Colorado.