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Job Description

Job Description

Service Design Manager

Job ID 1245154BR Date posted 08/14/2017 Location Mooresville, NC Location Name CSC-Mooresville Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0292 - Integrated Exp Design & Develo

Purpose of The Role:

The primary purpose of this role is to shepherding service design intents across the organization by bringing human aspects of customer experiences to life to ensure Lowe's designs and offers services that work for people. This includes responsibility for understanding Lowe's customer to ensure their needs are being identified, designed to and fulfilled. Overall this role works from development to commercialization across all relevant channels and functions on people-centered services and experiences that ultimately deliver on Lowe's purpose: to help people love where they live.


Applies human centered design methodology (observe, interpret, frame, solve) and service design tools and methods to lead the creation of new and enhanced service offerings and experiences

Drives iterative concepting and development of service experiences, including storyboards, blueprints, service prototyping and testing, and detailed design and refinement activities

Drives collaboration and co-creation across multiple functions - including Merchandising, Marketing, Multi-Channel Testing and Commercialization, Store Operations, Finance, HR, Market and Consumer Insights, and External Vendors - to deliver experience concepts that are desirable to the customer, feasible for the organization, and viable for the business.

Sets service experience design project scopes - including objective, timing, required resources and expected benefits - and socializes with internal stakeholders; creates briefs and statements of work for external resourcing; manages project budget and resources

Commissions, oversees, and synthesizes design research to understand articulated and un-articulated customer needs, identify service experience opportunities, and provide customer feedback loops on concepts

Facilitates creative work sessions across a range of method, audience, and fidelity (concept generation and down selection, opportunity identification, research synthesis

Leads discrete design projects from inception to completion; manages project budget, resources; responsible for delivery of key design artifacts and milestones; ensure project completion and activation

Leads cross-functional project teams; has indirect people responsibility over CXD, cross-functional, and external resources through the life of the project

Identifies, evangelizes, and integrates emerging service design trends, methods, tools, and best practices by maintaining a proactive external industry viewpoint

Required Education/Experience:

Bachelor's Degree in one of the following areas:

Communication Design, Interaction Design, Service Design, Behavioral Psychology, Anthropology, Business, Fine Arts, or relevant field

5-8 years work experience

Experience in service design and/or development, working in multi-disciplinary teams

Go-to-market experience designing services that balance customer needs, commercial interests and technological constraints

Proactive, independent, self-sufficient and professional, with strong organizational, time management and communication skills

Experience in application of service design methods (e. g. User Interviews, Contextual Inquiry, Competitor Benchmark, Stakeholder Map, Personas, Customer Journey, Service Blueprint, System Maps, Wireframes, Experience Flows, Enactments, etc.)

Experience using software programs (Adobe CS and other prototyping tools)

Experience managing project budgets, internal team resources, and external partners and vendors


Master's Degree in Service Design or Interaction Design

Experience in service design and/or development, working in multi-disciplinary teams

Service experience prototyping


Minimum travel

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,370 home improvement and hardware stores and employ over 290,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit


Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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