Principal Product Designer, Service Design

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

About Toast

Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. We build experiences that help make operating and growing a restaurant and delighting guests easier and scalable. It’s why tens of thousands of restaurant locations love Toast.

About this roll*:  (responsibilities)

We’re looking for a Principal Service Designer with an affinity for understanding and empathizing with customers, and a deep desire to create smooth and sustainable experiences for them. In this role, you'll work closely with our cross-functional teams to improve the experience of restauranteurs, staff, and guests. This role will work across our experiences in Point of Sale (POS), Kiosk, Server experiences, Kitchen experiences, and more.

As the Principal Service Designer, you will play a key role in shaping the end-to-end customer journey, identifying pain points, and spearheading impactful improvements. If you are a strategic thinker who loves being immersed in complexity, a passionate advocate for user-centered design, and have a robust track record of delivering remarkable service experiences, we would love to hear from you.

• Lead the service design process, from defining the problem and identifying opportunities to recommending and implementing tangible service improvements
• This includes researching, coming up with ideas, leading workshops, creating prototypes, and enhancing services.
• Collaborate with cross-functional teams to improve the end-to-end customer experience for restaurants, staff, and guests
• Conduct discovery research to gain insights into customer needs, pain points, and behaviors related to the service experience
• Analyze and synthesize research findings to identify service design opportunities and develop innovative solutions
• Create and maintain service blueprints, customer journey maps, mental model diagrams, and other visual artifacts to illustrate the current and future state of the service
• Develop and iterate on service prototypes, ensuring they align with customer needs, business goals, and technical feasibility
• Champion a customer-centric design approach and bring stakeholders along with engaging workshops and compelling storytelling

Do you have the right ingredients*?:  (requirements)

• Proven experience applying service design thinking to end-to-end customer experiences in complex organizations
• Well-developed knowledge of service design principles, methodologies, and tools, with a track record of applying them successfully
• Expertise in research and analysis, with the ability to extract actionable insights from data collected across customers and internal stakeholders
• Excellent problem-solving skills and systems thinking, with the ability to untangle and distill complex problems into understandable solutions
• Proficient in communication, teamwork, and running meetings. Must be able to clearly explain design ideas and their reasons to everyone, including staff from different departments.

Special sauce*:  (nice to haves)

• Experience in the hospitality or restaurant industry, with a deep comprehension of its unique challenges and opportunities
• Service design experience for B2B SaaS companies serving small businesses
• Experience with data visualization and analytics tools to derive insights and inform service design decisions
• Experience working with hardware and software experiences

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required