Service Designer

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