Sparks Grove
Experience & Service Design Manager
Atlanta, GA


Sparks Grove has a mantra: Unleash Potential Together. For our clients, it means we challenge thinking and build capabilities, so that after each engagement, they are left stronger and inspired to do more. With our colleagues, it means fostering an environment where bringing, shaping, growing and sharing ideas isn’t just encouraged—it’s expected. And within our communities, it means we give of our skills, time and passion to make them more prosperous.

We are looking for a Senior Service Designer (Manager level) who understands what it entails to design everything from comprehensive, cross platform experiences to tactical touchpoints. Our service designers are driven to create and orchestrate something truly desirable for all audiences, viable for the business and operationally and technically feasible.
You are
 “Human obsessed”, putting the end user at the center of everything you do. You uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design. You are driven to strengthen the relationship humans have with businesses and systems by removing inherent points of friction.
A Design Thinker, who uncovers real business or user problems, prototypes low-fidelity ways of solving that problem, and then designs touch-points for full-scale experiences.
A Systems Thinker, who is able to see the bigger picture, understand the connective tissue and strategically prioritize and tackle one problem at a time - across channels, touchpoints, and platforms.
“Data smart”, able to articulate solutions that synthesize user needs and user data (primary and secondary research). You’ll seek out analytics and user testing data to help you make design decisions, support your design decisions, and iterate on your past design decisions.
 A Leader, who spearheads Service Design activities on projects, including client workshops, creative brainstorms, and service design definitions. You can explain, discuss, and justify design decisions eloquently. Give effective critique and provide direction to more junior members of the team. 
A Storyteller, who can frame and tell the story of design solutions. Present the communication of research findings, conceptual ideas, detailed design, and design rationale both verbally and visually. 
In this exciting role, you will:
  • Lead and/or support experience design engagements across a range of industries, user types (customers, employees, etc.) and project types for Fortune 500 clients to drive client business growth/value
  • Lead cross-functional project teams and partner to deliver top quality strategic and creative outputs
  • From design research to envisioning, designing and implementing concepts, infuse empathy, creativity and strategy to ideate and innovate across touchpoints while supporting business goals
  • Partner with clients to uncover business needs and objectives, craft appropriate strategies and solutions, and identify/implement and successfully manage the execution of the plan
  • Collaborate with senior leadership on project approach and proposal development
  • Work with other leaders and stakeholders of the firm to continuously identify spaces where experience design as a discipline can add value to clients, and help scope related initiatives, projects and deliverables
  • Contribute to the formal development of experience design/service design practice tools, methodologies and applications, and inspire innovative approaches and techniques

Your Qualifications:
  • B.A. or Graduate Degree in Design or related field 
  • 5+ professional experience including managerial roles
  • 2 - 5 years’ professional, hands-on experience in one or more disciplines of experience design at an established design firm or agency, and/or hands-on industry experience with a design thinking background is mandatory
  • Excellent creative, analytical and problem-solving skills
  • Core skills, including some combination of the following: ability to communicate information visually and verbally; ability to reframe, visualize, articulate, and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence; ability to move from analysis to synthesis and/or design intent; ability facilitate design decisions and risks; ability to design workshops and facilitate effective workshops; ability to apply knowledge and experience to create or design workable prototypes; ability to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact
  • Proficient in creating experience maps, user journeys, service blueprints, and wireframes. 
  • Must be willing to travel as needed

Sparks Grove is an Experience Design agency. As a division of global consulting firm North Highland, we apply design thinking to plan, make, and execute human experiences that cultivate growth for clients. We use insight, foresight, strategy, design, and development to transform businesses to more human-centered, purpose-driven organizations.
If you’re interested in learning more about our approach to experience strategy & design, or how Sparks Grove can help you solve a pressing business challenge, please visit us as or contact us at: + 1 404-961-9900.
North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. We add value and support our clients across the full spectrum of consulting, from strategy through delivery. We bring the big ideas, then we make them real. North Highland is an employee-owned firm, headquartered in Atlanta, GA, with more than 3,000 consultants worldwide and 60+ offices around the globe. The firm is a member of Cordence Worldwide (, a global management consulting alliance. For more information, visit and connect with us on LinkedIn, Twitter and Facebook.
North Highland is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, religion, national origin, age, sexual orientation, disability, veteran status, genetic data, or other legally protected status.

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