Sr Service Designer

Senior Service Designer

We are seeking an experienced Service Designer to help teams understand end-to-end consumer and employee experiences across channels, products, systems, and lines of business. This role partners with strategists, researchers, and cross-functional stakeholders to uncover how experiences are delivered behind the scenes, identify gaps and opportunities for improvement, and create visualizations that connect consumer impact to organizational operations. This position is ideal for a systems thinker who excels at synthesizing complex information, facilitating collaboration, and translating ambiguity into actionable experience insights and service design artifacts.

Required Qualifications

• 6+ years of experience in service design, consumer research, experience strategy, or a related field
• Experience synthesizing large volumes of existing research, business documentation, operational processes, stakeholder conversations, and strategic initiatives into clear narratives, frameworks, artifacts, and visual models
• Experience producing polished, engaging, and functional service design artifacts that support decision-making and organizational alignment
• Experience documenting and visualizing end-to-end consumer and employee experiences across channels, touchpoints, and organizational boundaries
• Proven ability to build relationships and credibility across teams to drive collaboration and alignment
• Demonstrated experience mapping complex experiences, services, journeys, or operational ecosystems unrelated to digital flows, wireframes, and prototypes
• Exceptional synthesis skills and comfort working with ambiguity and incomplete information
• Strong written, verbal, facilitation, and stakeholder communication skills
• Experience translating complex concepts into clear visual frameworks and deliverables
• Familiarity with human-centered design, service design methodologies, and systems thinking

Required Technical Skills

• FigJam
• Excel and PowerPoint
• Slack
• Experience with cross-team collaboration and visual mapping tools

Preferred Qualifications

• Experience creating:
  • Service Blueprints
  • Ecosystem Maps
  • Operating Model Maps
  • Customer Journey Maps
  • Systems Maps
• Experience working in large, matrixed organizations with multiple business units and channels

Key Responsibilities

• Plan and facilitate workshops, working sessions, and stakeholder discussions across business, product, operations, technology, customer support, and other functions
• Guide teams toward a shared understanding of how experiences are delivered and where opportunities for improvement exist
• Build relationships and credibility across teams to drive collaboration and organizational alignment
• Document and visualize end-to-end consumer and employee experiences
• Identify gaps, breakpoints, inefficiencies, dependencies, and friction points throughout the service ecosystem
• Gather and organize information from research, business documentation, operational processes, stakeholder conversations, and strategic initiatives
• Conduct stakeholder interviews to uncover institutional knowledge, operational context, and business requirements
• Synthesize complex information into clear narratives, frameworks, and visual models
• Produce service design artifacts such as service blueprints, ecosystem maps, journey maps, and operating model visualizations
• Communicate consumer impacts alongside business, operational, and technology considerations through clear storytelling and visualization