Strategic Service Designer – Enterprise Experience

Position Overview

Help shape better customer and employee experiences by connecting the interactions people see with the systems, processes, policies, and data flows that support them. This role focuses on improving end-to-end services across the enterprise, uncovering opportunities that span multiple teams and products, and translating complex service ecosystems into clear strategies and actionable recommendations.

You will collaborate with cross-functional partners and senior leaders to map current experiences, facilitate alignment, explore future-state service models, and use generative AI practically and responsibly to strengthen research, synthesis, and design workflows. You will also contribute to building human-centered design capabilities across the organization.

What You'll Do / Key Responsibilities

• Service Design and Experience Strategy: Improve end-to-end customer and employee journeys across frontstage interactions, backstage operations, systems, policies, data flows, and service delivery models.

• Horizontal Problem Solving: Identify shared needs, friction points, duplicated effort, experience gaps, and opportunities across teams and products.

• Experience Architecture and Ecosystem Mapping: Map connections among products, platforms, APIs, processes, and teams to understand how they work together to deliver outcomes.

• Strategic Alignment and Facilitation: Bring cross-functional teams together to establish shared understanding, resolve dependencies, support decisions, and identify enterprise-wide opportunities.

• Innovation and Future-State Design: Explore and test new service models that modernize how the organization delivers value.

• Leadership Storytelling and Influence: Translate complex information into clear narratives, visualizations, and recommendations that support senior-leader decision-making.

• Research and Measurement: Synthesize qualitative research into actionable themes and frameworks, and define success metrics that distinguish meaningful outcomes from proxy measures.

• AI-Enabled Design Workflows: Apply generative AI responsibly to research, synthesis, and artifact creation, incorporating human review, accuracy checks, and ethical considerations.

• Capability Building and Mentorship: Strengthen human-centered design practices through mentoring, training, playbooks, and design critiques.

Required Qualifications

• Demonstrated service design expertise, including service blueprinting, journey mapping, frontstage and backstage analysis, and future-state modeling across the full service ecosystem.

• A portfolio containing real service design artifacts and evidence of how the work aligned teams.

• Systems thinking and horizontal problem-solving experience across multiple teams, products, or business units, including identifying shared pain points and upstream and downstream impacts.

• Strong mapping, visualization, and sensemaking skills, including journey maps, service blueprints, ecosystem maps, and dependency diagrams that make complexity understandable and support decisions.

• Strategic storytelling and executive communication skills, including problem framing, insight synthesis, and business-value narratives presented to senior leaders.

• Experience facilitating workshops ranging from small working sessions to large groups of 50 or more participants, including senior stakeholders, in person and remotely.

• Strong cross-functional collaboration skills, including stakeholder alignment, co-creation, and decision support.

• Experience synthesizing large qualitative research data sets, including dozens of interviews and hundreds to 1,000-plus data points, into themes and frameworks.

• Ability to define success metrics, including distinguishing outcome measures from proxy metrics.

• Technical and architectural fluency, including an understanding of systems, APIs, platforms, and data flows that shape experiences.

• Evidence of partnering with engineers or architects on artifacts involving systems, data, or integration layers.

• Experience with opportunity framing, future-state and multi-year visioning, scenario planning, and prototyping, including concepts tested with users or stakeholders.

• Practical, responsible use of generative AI in research, synthesis, and artifact creation, with human review, accuracy checks, and ethical considerations built into the workflow.

• Specific examples demonstrating how AI changed or improved the design workflow.

• Experience strengthening human-centered design practices through mentoring, training, playbooks, or design critiques.

• Advanced proficiency in Figma and a digital whiteboarding tool such as Miro or Mural.

• Working proficiency with AI tools such as Claude, ChatGPT, or Glean.

• Ability to influence without authority, work comfortably with ambiguity, and communicate clearly and structurally with audiences ranging from working teams to executives.

• A collaborative, low-ego working style and sound judgment in balancing speed with evidence quality.

Preferred Qualifications

• Experience in regulated industries, such as insurance, financial services, security, or similar environments.

• Experience designing employee or workforce experiences in a large enterprise, alongside customer-facing experiences.

• Experience founding, scaling, or standardizing a design strategy or design-thinking program, including process documentation.

• A combination of consulting and in-house enterprise experience, demonstrating adaptability across organizational cultures.

• Experience teaching, designing courses, or publishing thought leadership on service design or AI in research.

• Experience training large groups is a strong plus.