Service Designer (Retail Experience)

At Weight Watchers, we inspire healthy habits for real life. We meet our members where they are and leverage the latest nutritional and behavioral science to help them eat healthier, move more, and shift their mindset. We are a purpose-driven organization and we understand how to create community and deliver personalized services to help our members throughout every step of their journey. 

We have more than 50 years of history and trust to build on, and we are leveraging technology, community, and behavior science to help more people around the world reach their goals. Our approach is science-based, and evidence proven to help people lose weight and develop healthy habits to live life fully. If being part of a purpose-driven, member-focused, high-performing digital culture sounds exciting to you; we invite you to explore Weight Watchers and our open positions.

The mission of the Service Design team is to create experiences that help people achieve their goals, fit into their lives, and connect them to people who inspire them. We partner with teams across the organization to improve the end to end experience of people who use our in-person experiences, including their digital interactions with WW. As Product Manager, Service Design, you'll work cross-functionally to lead and execute a strategy to drive innovation in the current experience. Your work will directly impact our members' experience, globally.

Key Responsibilities

• Achieve cross-channel / cross-product / cross-functional alignment to execute on opportunities to improve the experience, all through a consumer-obsessed lens
• Maintain journey maps
• Commission, synthesize, and prioritize quantitative and qualitative consumer research and analytics
• Analyze service metrics data to inform design solutions
• Work closely with Operational, CX, Brand, People, and Technology partners to ensure scalability of experiences
• Create, lead, and implement project plans
• Lead co-creative working sessions with cross-functional teams
• Create design concepts and prototypes, and design testing plans for validation
• Perform testing of service concepts, prototypes, and systems
• Communicate and present research and design insights to stakeholders
• Assist partner product managers in developing experience requirements
• Promote service design efforts, mindset, and methods through presentation and communication
• Create and iterate on tools and resources that promote human-centered design practice and mindset
• Stay abreast of Service Design and Retail Design trends

Job requirements

• A proven track record of using data and insights to develop and launch great products and experiences
• Strong experience working collaboratively across functions
• Outstanding communication and influencing skills
• Courage, adaptability, willingness to try new things
• Passion for research, experimentation, rapid prototyping, testing, and iteration
• Understanding of core service design mindset, methods, and practice
• Emotional intelligence (EQ) and empathy
• A passion for creating new methods and practices
• Excellent communication and presentation skills
• Creative problem solving skills, a curious mind, and an enthusiastic work ethic
• An intrinsic passion for making things better
• Enthusiasm, patience and a positive attitude
• Comfort with ambiguity and complex problems
• Bachelor's Degree or equivalent
• 3+ years in Service Design or related discipline

We hire only the best people. Here are the benefits to being top-notch: 

• The opportunity to work with some of the best innovators in the industry
• Generous healthcare coverage
• 401(K) with company match
• Paid Time Off
• Paid parental leave
• Tuition reimbursement
• Wellness allowance
• Profit Sharing

Weight Watchers is an equal opportunity employer. Weight Watchers does not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability. 

Any offer of employment is contingent upon the satisfactory results of reference and background checks.