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Elevating Toast’s Design Team:
My application for Principal Product Designer, Service Design
Direct Impact
I’ve reviewed the key responsibilities outlined in the role and identified three areas where my experience directly aligns with your vision. Below, I’ve highlighted specific bullets from the job description, paired with examples of my work, to demonstrate how I can contribute to your team’s success.
Improving Experiences Through Research & Data-Driven Insights
YOU MENTIONED:
“Identify opportunities and gaps in our end-to-end experience through research, service blueprinting, and data analysis to improve both the customer and employee journey.”
“Apply user research insights and quantitative data to drive meaningful improvements in customer interactions and internal operations.”
HOW I’VE DONE IT:
A strong example of this is my BMW Service Flow Revamp, where I:
Conducted discovery research using Power BI and front-end analytics to analyze drop-off rates and pinpoint customer pain points.
Mapped customer and employee journeys, identifying inefficiencies in service flow and aligning stakeholders on problem areas.
Redesigned the booking experience, leading to a 200% increase in successful bookings and improved customer satisfaction.
Leading Cross-Functional Collaboration to Drive Change
YOU MENTIONED:
“Collaborate with designers, product managers, and engineers to shape the service design practice and deliver cohesive, intuitive experiences.”
“Partner with cross-functional teams to ensure a holistic approach to service design, considering both frontstage and backstage interactions.”
HOW I’VE DONE IT:
A strong example of this is my Workflow Transition Projcet, where I:
Led cross-functional workshops with designers, developers, and stakeholders to create a standardized design system that improved consistency and efficiency.
Implemented blueprints and direction to align teams on workflows, reducing post-launch bugs by 50% and improving design-development collaboration.
Spearheaded the transition to Figma, streamlining workflows and improving cross-team communication, resulting in a 60% reduction in redundant processes.
Driving Scalable Solutions & Operational Efficiency
YOU MENTIONED:
“Improve the efficiency and scalability of services by designing systems that evolve with business growth.”
“Develop frameworks that optimize how teams work together, reducing friction and enabling consistent, high-quality experiences.”
HOW I’VE DONE IT:
A strong example of this is my Workflow Transition Project, where I:
Scaled design operations by implementing new methodologies, reusable templates, and libraries to streamline workshops and analysis.
Facilitated Design QA process that reduced bugs in the final product and ensured cohesive design-development handoff with greater team buy-in.
Spearheaded reusable processes for Product Owners and designers, allowing for faster design cycles and iterations and increased awareness of direction, ensuring the team stayed aligned and focused on key priorities.
My journey was made for Toast.
A multicultural journey from architecture to digital design, driven by precision, creativity, and a passion for crafting joyful experiences.
Let’s do this!
Attached are my resume and cover letter detailing how my expertise in research, cross-functional collaboration, and efficiency align with Toast’s needs.