Job Description

About the Role We are seeking a seasoned Service Designer to join a forward-thinking, cross-functional design team at a company ranked among the Fortune 100 Best Companies to Work For . This is a newly created role focused on enhancing service experiences across customer-facing systems. The ideal candidate will bring deep expertise in service design , strong systems thinking, and a proactive approach to driving meaningful change across complex environments. You’ll work closely with product, design, and operations teams to improve the way services are delivered and experienced—ensuring that touchpoints across the user journey are cohesive, intentional, and impactful. This role offers the opportunity to contribute at a strategic level and help define how service design is embedded across products and customer support initiatives. Key Responsibilities Lead the scoping, planning, and execution of service design initiatives, ensuring alignment with broader strategic objectives Develop experience maps, ecosystem diagrams, user journeys, service blueprints, interaction models, process flows, storyboards, and prototypes Clearly communicate service and experience design outcomes to cross-functional teams to drive understanding, alignment, and engagement Identify recurring patterns and user behaviors across service experiences to inform the creation of scalable and reusable solutions Apply strategic thinking to define vision, project horizons, and connect tactical execution to long-term business outcomes Build strong collaborative partnerships across functions, including design, research, analytics, operations, and product teams Promote the adoption of service design methodologies and evolve practices to continuously improve outcomes and impact Skills & Qualifications At least 5 years of professional experience in service design, customer research, product design, or a related discipline, or equivalent hands-on experience Bachelor's degree or higher in Design, Human-Computer Interaction (HCI), or a related field—or equivalent experience A portfolio that demonstrates the ability to design and scale effective service experiences Proven experience applying design thinking and human-centered design methodologies to complex challenges Skilled in leading end-to-end service design engagements, including customer research, stakeholder alignment, and experience mapping Strong facilitation abilities for co-creation and working sessions, adaptable to various stakeholder groups Demonstrated ability to manage multiple priorities and stakeholders while driving strategic project outcomes Excellent verbal, visual, and written communication skills with the ability to clearly convey design approaches and outcomes Proficient in design and prototyping tools (e.g., Figma) and collaborative platforms (e.g., Miro, Mural, FigJam) Highly organized and comfortable managing multiple initiatives in a dynamic and fast-paced environment Preferred Qualifications Understanding of software development workflows and project management methodologies Experience designing for business or workforce-focused solutions in mid-market or enterprise environments Exposure to or experience using AI tools or prompts to enhance aspects of the design process

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