Service Design Lead
About the job
The Service Design Lead (SDL) has primary ownership of the Nexus patron support model and is responsible for building positive patron relations at the New York University School of Professional Studies (SPS). As the lead service designer and problem solver, the SDL supervises a team of Service Associates to ensure each member of the team provides exceptional customer service. The SDL anticipates emerging service needs and designs/implements processes and protocols to deliver comprehensive, scalable solutions and achieve high-level response times. As a change agent committed to raising service standards, the SDL proactively looks for opportunities to improve the patron experience through the evaluation of team productivity and the analysis of data.
The SDL also works closely with the Director of Operations and Learning (DOL), the Director of Research and Development, and the Head of Learning Experience to continuously enhance Nexus support resources and service procedures, and develop creative solutions for the community. Additionally, the SDL is an excellent communicator who applies best practices in service design to mentor and train Service Associates and improve team performance.
Current Required Education
Bachelor’s degree in education, information technology, or related field
Current Required Experience
5+ years experience providing direct educational and/or technical support to faculty, students, and staff.
Experience leading and building a customer experience/success team.
Experience contributing to learning and development activities, and educational resource design/creation in an organization.
Current Required Knowledge, Skills, and Abilities
Education technology landscape
Customer relationship management and knowledge base software
Ability to learn and teach multiple technologies to support learning and teaching
Training program implementation