Lead Service Designer

Lead Service Designer

Geotab® is a global leader in IoT and connected transportation and certified "Great Place to Work™." We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab's open platform and Geotab Marketplace®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Our team is growing and we're looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab.

Who You Are

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Lead Service Designer who will own an end-to-end service strategy, lead design efforts from discovery through to execution, and coach other designers in their portfolio. The projects will vary in scope, complexity, and affected business area. If you love technology, and are keen to join an industry leader — we would love to hear from you!

What You'll Do

As a Lead Service Designer your key area of responsibility will be owning an end-to-end service strategy, leading design efforts from discovery through to execution, and coaching other designers in their portfolio. You will facilitate service-level conversations with senior leadership to diagnose systemic issues, while also engaging with internal and external stakeholders to provide recommendations and insights. You will need to work closely with Design, Sales, Support, Engineering, Product Management, and Research.

To be successful in this role you will be a self-starter with excellent verbal and written communication skills and the flexibility to adapt to growing technology and market demands. In addition, the successful candidate will have strong analytical and strategic leadership skills, an ability to diagnose systemic barriers, and an ability to manage multiple tasks and projects simultaneously to ensure timely results.

How You'll Make An Impact

• Develop and communicate an end-to-end service strategy that aligns customer goals with business viability and operational realities.
• Diagnose systemic barriers to adoption by mapping the entire customer lifecycle using Service Blueprinting to visualize disconnects between journey stages, touch points, and service delivery teams and systems.
• Provide strategic leadership by defining the service frameworks that connect front-stage user experiences with the back-stage processes required to deliver them.
• Lead the user-centered design process, conducting research, user testing, and analysis to gain deep insights into complex user behaviors, preferences, and systemic pain points.
• Set and maintain high standards for execution, personally crafting high-fidelity designs and prototypes in Figma to validate strategic concepts.
• Ensure the seamless integration of service strategies throughout the product development lifecycle, working closely with Engineering to ensure the final build matches the service vision.
• Act as the primary bridge between Design, Sales, Support, and Engineering to ensure cross-functional alignment on the holistic customer journey.
• Influence company-wide initiatives to minimize Customer Effort Score (CES) and shorten Time-to-Value (TTV) by predicting downstream user friction.
• Champion the evolution of Geotab's design maturity by introducing systems thinking and service design methodologies to the broader team.
• Take a leadership role in promoting accessibility principles to ensure service interactions are inclusive for all personas and meet accessibility standards and guidelines.
• Mentor, guide and support product designers, fostering their professional growth and enabling them to excel in their roles.

What You'll Bring To The Role

• 10+ years of relevant industry experience, with a focus on Service or Systems Design.
• Relevant Bachelor's Diploma/Degree or relevant industry experience. Degree specialization in Business Design, Systems Engineering, Interaction Design, Human-Computer Interaction (HCI), Computer Science, or any other related field.
• Deep knowledge of Service Design methodologies (Journey Mapping, Service Blueprinting, Ecosystem Mapping) and Systems Thinking.
• Experience collaborating closely with product management, engineering, and research to solve complex operational problems.
• Proficiency in collaboration tools like Figjam for facilitation, and UI design tools like Figma.
• Ability to lead all aspects of the user-centered design process from conception to completion, leaning more towards research and facilitation.
• Ability to facilitate high-level strategy workshops to diagnose root causes and align stakeholders on shared outcomes.
• Excellent verbal and written communication skills and strong interpersonal relationship building skills.
• Highly organized and able to manage multiple tasks and projects simultaneously.

If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply. Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.

Why Job Seekers Choose Geotab

Flex working arrangements Home office reimbursement program Baby bonus & parental leave top up program Online learning and networking opportunities Electric vehicle purchase incentive program Competitive medical and dental benefits Retirement savings program

*The above are offered to full-time permanent employees only

How We Work

At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!

We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, "Geotab"), you acknowledge Geotab's collection, use and disclosure of your personal data in accordance with our Privacy Policy.