CCC is the technology platform for the underwritten assets economy. CCC technology, insights, and support connect industries – insurers, automotive manufacturers, collision repairers, parts suppliers, lenders, fleet operators and more – to advance decision-making, productivity, and customer experiences for thousands of clients worldwide. Clients leverage CCC’s network management, data management, AI, operational workflows and customer experience solutions to efficiently scale, interact, transact and achieve their unique business objectives. CCC was ranked a best mid-sized company to work for by Forbes (2019). BuiltIn Chicago, Austin and LA named CCC a top place to work in 2020. Diverse perspectives and experiences are core to CCC’s success and award-winning culture of more than 2,000 employees worldwide. We hold inclusion as a core value and are committed to celebrating and cultivating the diversity of our team. With a 40+ year track record of innovation, CCC’s tenacious spirit and growth mindset turn next generation technology into real world solutions and empower team members to expand their knowledge and potential. Headquartered in Chicago, CCC has 11 locations worldwide. CCC’s principal PE investors are Advent International, Technology Crossover Ventures, and Oak Hill Capital Find out more about CCC by visiting cccis.com.

Job Description Summary

Meeting human needs is at the heart of CCC’s mission and as such, we’re always striving for a deeper understanding of our customers, the jobs they do and the ecosystem they’re a part of. As a key member of our design and innovation team the Sr. Service Designer will play a key role in revolutionizing our suite of offerings by applying the broad-range of design thinking methodologies in their day-to-day work. In addition to leading cross-functional teams in the creation of end-to-end services and digital products, this individual will have a strong entrepreneurial drive that enables them to confidently navigate ambiguity with a positive attitude and creative approach to collaboration.

Job Duties

• Guide product management in defining problems to be solved and the value to be delivered
• Facilitate engaging service design workshops for a range of stakeholders, from individual contributors to C-suite executives
• Frame, plan and conduct empathy-based user research and design activities (from contextual inquiry to user validation)
• Identify unmet needs, insights and opportunities across a broad and complex market and product landscape
• Understand and map complex processes through service blue-printing, user journeys and process flows
• Create research reports, based on the synthesis of business data in conjunction with user research
• Provide fact-based evidence to help drive future roadmap activities
• Plan and execute co-creation workshops in order to drive alignment, creativity and process improvement
• Create design assets when appropriate, such as concept models, presentations, wireframes and prototypes
• Understand the difference between “design theater” and critical activities and know when to use them

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Qualifications

• 5+ years of experience as a senior service designer or in a similar role
• Previous experience working within complex and technical ecosystems
• Consulting experience is a plus