We are looking for an experienced Senior Service Designer to support strategic, end-to-end service design initiatives for a large technology organization. This role focuses on connecting experiences across products, platforms, processes, and customer touchpoints while helping teams identify opportunities to improve adoption, engagement, and overall business outcomes. The successful candidate will bring strong systems thinking, stakeholder management, and facilitation skills to complex design challenges.
Responsibilities:
- Lead end-to-end service design initiatives across products, platforms, processes, and customer touchpoints.
- Develop service blueprints, journey maps, journey architecture, and implementation recommendations.
- Identify gaps, opportunities, and dependencies across complex customer and user experiences.
- Partner with senior stakeholders to define problems, shape project direction, and influence strategic decisions.
- Facilitate workshops, design sprints, and co-design sessions to drive stakeholder alignment and action.
- Apply a growth-focused design approach to identify opportunities to improve customer acquisition, adoption, engagement, and business outcomes.
- Leverage AI tools to support research synthesis, pattern recognition, journey mapping, and opportunity identification.
- Collaborate across product, technology, design, and business teams on a variety of strategic initiatives.
- Apply systems thinking to understand how people, processes, technology, and products interact across the broader customer experience.
- Help strengthen service design practices and promote connected, customer-focused thinking across teams.
Requirements
- 8+ years of experience in Service Design, ideally within complex technology or digital environments.
- Strong portfolio demonstrating strategic, end-to-end service design work and influence on complex initiatives.
- Strong experience with service blueprints, customer journey mapping, journey architecture, and systems thinking.
- Proven ability to work with and influence senior-level stakeholders.
- Experience facilitating workshops, design sprints, and collaborative design sessions.
- Strong understanding of how customer experience and service design can contribute to business growth and adoption.
- Hands-on experience incorporating AI tools into research and design workflows.
- Proficiency with Figma and Miro.
- Strong communication, collaboration, and stakeholder management skills.
- Ability to work effectively across multiple teams and initiatives in a highly collaborative environment.
