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Service Design Intern

The Service Design Intern, will be creating a business process that enables the creation of better customer experiences. You will have a great "systems" approach and recognize the interconnectedness of people, processes, and technology. The Service Design Intern is a part of the Service Design team that includes other analysts, experience designers, and service and business process designers reporting to the Director of Process and Experience Design. The Customer Experience organization strives to make EA known for taking care of its players. We're players taking care of players and people talking to people – whenever, wherever, and however they need us.

Responsibilities:

• Develop an understanding of the experience atlas: What it is, how it’s used, why it’s used, and why it’s important.
• Follow the discovery research plan defined by the Sr Service Designer
• Accurately and efficiently document new experiences, interactions and journeys in the experience atlas
• Document and analyze the information collected and how it was collected
• Produce a detailed business process map based on the above. This should document:
  • what information is needed,
  • the information sources (who, type of document ex: email from x, link to confluence article, etc.),
  • what they contain and where to get them,
  • where and how to document the information in the experience atlas.
• Produce ideas and recommendations for improvements to the atlas’ form and function.
• Document current and to-be states, performing gap analyses and identifying areas for improvement, including assessing and communicating the impact of proposed solutions to our organization.
• Communicate and report on work with a focus on what we are learning. Package up opportunities into leadership recommendations.
• Use tools to capture and visualize tools, information sources, business processes, workflows, and feedback.
• Consolidate research findings into a cohesive presentation that tells the experience atlas’ story and provides applicable recommendations to leadership.

• You'll need experience wearing these hats:
  • Design Thinking - You're passionate about human-centered design and know how to use it and advocate for it in your work.
  • Process Design – You'll think about what the experience atlas needs to be for our business, and aim to achieve it through operational improvements.
  • Creative – You'll identify opportunities, look for technology solutions, and put EA at the front of excellent customer service with the least player effort.

Qualifications:

• Experience creating User Stories, Workflow Diagrams, Process Maps, and Research designs.
• Experience creating research plans and conducting Mixed Methods Research
• Identify areas for improvement and develop solutions to a variety of issues of moderate to large scope and complexity.
• Great storytelling skills. Proficiency in multiple media for storytelling–while grounding storytelling in research.

This is a remote-friendly opportunity.

#LI-Remote

#FlexibleWork

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the hourly pay ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, degree type (e.g. Bachelor’s, Master’s, PhD), what stage you are in your degree journey (i.e. freshman, sophomore, etc.), qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

HOURLY PAY RANGES

• California (depending on location e.g. Los Angeles vs. Sacramento):

º $19 - $29

• New York (depending on location e.g. Manhattan vs. Buffalo):

º $19 - $29

• Jersey City, NJ :

º $19 - $29

• Colorado (depending on location e.g. Denver vs. Colorado Springs):

º $18 - $24

• Washington (depending on location e.g. Seattle vs. Spokane):

º $19 - $24

The hourly pay is just one part of the overall compensation at EA. We also offer a package of benefits including 80 hours per year of sick time (prorated based on scheduled hours per week if less than full-time), 16 paid company holidays per year, medical insurance, and 401(k). Interns in California are also eligible for Voluntary Disability Insurance."