Full Time Job

Lead Service Designer


Rolling Meadows, IL 07-26-2022
  • Paid
  • Full Time
Job Description
JOB DESCRIPTION – Lead Service Designer, Enterprise

Location: Chicago/LA/NYC, US or London, UK (preferred) or other Ticketmaster Hub

Division: Global Enterprise Product Design

Line Manager: Design Director

Contract Terms: Full-time/Regular


Ticketmaster's enterprise platform that enables creating and managing worldwide events. Many great details go into each event: from planning to sales, managing entry during the event and post event reports and analysis. As designers at Ticketmaster, we are responsible of ensuring this robust functionality stays simple and elegant. We design for a wide range of devices and roles that together bring amazing entertainment to fans. We bring delight into our clients and on-the-ground teams' day to day tasks with our unique range of ticketing and event management solutions. While Ticketmaster's product teams keep the user at the forefront of our solution design, we, the designers, are the specialists in research techniques, mapping and ideation workshops, building agile trials and closing the feedback loop.


As Lead Service Designer you will be assigned to the Core Platform area, where you'll be focusing on the end-to-end service of our Enterprise Platform.

You will be accountable for researching and documenting full processes on various granularity levels whilst working with other design leads and management to ensure an industry-leading overall client experience.
You will join a globally distributed team and you'll work on a compelling global client offering.

You will be responsible for managing stakeholder expectations, aligning service-design objectives to product roadmaps, and developing achievable schedules to ensure strategic goals and timelines are met. You will be capable of solutioning for diverse problem sets, defining new frameworks, independently conducting.

You'll keep skills fresh and be able to share best practices, technical trends and developments with the wider team.

• Use core information architecture and design expertise to take product design deliverables through a full project lifecycle
• Initiate and conduct user/market, map client's current and desired flow.
• Research and communicate to wider team the client's eco system in which they operate and help ideate how we can improve our offering
• Identify user types, scenarios, journeys, flow/decision maps and produce relevant documentation to convey this vision
• Participate in and lead ideation workshops with cross-functional teams
• Generate storyboards and diagrams and/or define the structure for design artefacts to be produced
• Understand how we can utilise Ticketmaster's brand identity and terminology across the user flow so that it is translated into an intuitive and stylish experience
• Work with the Analytics and product management teams to drive measurable UX decisions
• Understand long-term vision and strategic business goals of the department
• Keep skills fresh and be able to share our best practices, technical trends and developments with team
• Opportunities for mentorship of Interns or Associates

• Thorough grounding in principles, methodology and practices of service design with proven hands-on experience in a working environment, i.e. UX design, UX research, interaction design
• An outstanding portfolio with cross-platform service design works
• Experience working on SaaS or complex multi-app platform will be a strong advantage but not a must
• Ability to drive a range of innovative and compositionally strong design solutions
• Fully conversant in one or more industry software
• Ability to think creatively and present concepts clearly to stakeholders and team members
• An understanding of capabilities and limitation of technologies that are used to create powerful interactive experiences
• A strong understanding of best/tried and true as well as current trends in UX/UI practices and cross-platform development

• Strong analytical and creative problem-solving skills
• A passion for interaction and customer involvement
• Excellent written, verbal communication and presentation skills
• Ability to work on multiple projects simultaneously
• Proactive in learning and being fluent in latest UX trends and technologies
• Have excellent verbal and written communication


We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive


We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

Jobcode: Reference SBJ-gkp8w8-3-236-225-157-42 in your application.

Company Profile

Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.