Lead Service Designer

Company Summary Statement

As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities - PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy - provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPL's companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

NOTE: THIS IS A HYBRID ROLE REQUIRING 3 DAYS IN OFFICE AT ONE OF OUR LOCAL OFFICES. OFFICE LOCATIONS: Allentown, PA; Providence, RI, Louisville, KY. #INDPPL #LI-Hybrid

The service design team at PPL is seeking a strategic design lead to work closely with the service design and product teams to unite our internal and external products and services into continuous, thoughtful, and focused customer journeys. This person is a strategic partner to the Service Design Manager and Content Design Lead and will initially work together to build out the Service Design practice. They'll ultimately support service design for our customer and employee experiences across our multiple operating companies.

About You

• You are a seasoned user experience or service designer who excels at the process, strategy, user-flow, and blueprint side of experience design.
• You are from all sides before, during and sometimes after solutioning. You are comfortable pushing past initial work requests to dig deeper and learn more to maximize design efforts.
• Your early iterations are rough and rapid, but you can also refine and deliver polished artifacts once all corners of a problem are understood.
• and understand how these worlds meet in the middle to deliver unified, delightful end-user experiences.
• You thrive in a creative and collaborative environment and bring a yes, and… attitude to workshops, brainstorming sessions and group design activities.
• You can articulate your design choices with creativity and clarity and welcome constructive feedback and you are comfortable if not everyone agrees with your design decisions and are excited to work together to align on optimal solutions.
• You value and appreciate diversity and inclusion and look for ways to incorporate these values in our work, processes, and interactions.

About Us

We are a 100+ year old energy company entering phase 3 of a tiered digital transformation. We are user-centric, customer-driven and employee-focused. We strive to build seamless experiences for our millions of customers and thousands of employees across our 3 operating states.

We value safety, trust and work-life balance. We fail fast and believe that getting it wrong is often a first step towards getting it right. We are looking for a like-minded individual to help us continue to develop our internal, 20+ person design team.

Responsibilities

• Understand problem spaces and the service opportunities within them and develop strategies to own the work of the service design team and drive innovation with thought and purpose.
• Initiate, design and iterate on service design artifacts and related deliverables.
• the research team in their development of research plans to uncover new opportunities to continually enhance and optimize concepts and services.
• Seek out opportunities to continually satisfy and delight the people who depend on our customer and employee-focused tools.
• Work with the service design team to be the glue connecting the front stage and backstage of our employee and customer services.
• Help to inspire, motivate, and guide the members of the design and product organizations.
• Mentor emerging design talent in understanding the right balance between business, design and end-user needs.
• Care deeply about fostering an environment where people of all backgrounds and experiences can flourish.

Qualifications

Basic Qualifications

• Advanced Degree in Design, Design Management, Business, or related field and 5 years of direct work experience in a relevant role; or bachelor's degree in design-related field and 7+ years of direct work experience.
• Experience creating user journeys, service design blueprints, user flows and other various tools to communicate service design.
• Able to clearly articulate abstract and / or complex ideas and concepts.
• Comfortable working in new and unknown problem spaces and pushing past initial ideas to discover new areas of interest.
• Experience with project and stakeholder management.
• Ability to set realistic benchmarks and goals and manage the work it takes to achieve them.

Other Responsibilities

May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

Equal Employment Opportunity

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.