Job Description

Description

Our Design colleagues play a critical role in shaping end-to-end customer and colleague experiences that strengthen relationships, simplify complexity, and deliver exceptional outcomes. We apply human-centered design methods to understand needs, uncover opportunities, and create innovative solutions that align customer value with business impact.

As a Service Designer, you lead efforts to understand and improve the experiences that span products, channels, touchpoints, and organizational boundaries. Working closely with Product, Design, Research, Engineering, and Business partners, you identify customer needs, map current and future-state experiences, and design service solutions that are valuable, feasible, and scalable.

You bring a systems-thinking mindset to complex challenges, helping teams understand how people, processes, technology, and policies interact to shape customer experiences. You play a key role in translating customer insights into actionable opportunities and enabling cross-functional teams to align around a shared vision for service improvement.

Responsibilities

• Leads service design efforts across multiple product journeys and customer experiences
• Applies human-centered design methods to understand customer, colleague, and business needs
• Conducts and synthesizes research, journey maps, service blueprints, and ecosystem analyses to uncover pain points and opportunities
• Designs future-state service experiences that improve customer outcomes while meeting business objectives
• Partners closely with Product, Research, Design, Engineering, Operations, and Business stakeholders to define and validate solutions
• Creates artifacts such as customer journeys, service blueprints, operational models, and experience principles to support decision-making
• Identifies dependencies, operational considerations, and organizational impacts across the end-to-end service ecosystem
• Facilitates workshops and collaborative working sessions that align teams around customer needs and service opportunities
• Translates insights into actionable recommendations that inform product strategy, roadmap planning, and experience improvements
• Establishes feedback loops and success metrics to measure the effectiveness of service improvements
• Maintains collaborative cross-functional relationships to gather insights, align priorities, and drive outcomes across programs
• Contributes to the evolution of service design practices, frameworks, tools, and methodologies across the organization

Qualifications

As a Service Designer, you have at least 4 years of experience applying service design, systems thinking, and customer-centered design methods to solve complex business and customer challenges. You are passionate about understanding how experiences work across channels, teams, and processes, and you have a proven ability to create clarity and alignment in complex environments.

• You have experience working within Design, Product, Research, Innovation, Consulting, or related disciplines
• You have applied service design methodologies to identify and solve customer and business problems
• You have experience creating journey maps, service blueprints, ecosystem maps, and other strategic design artifacts
• You can synthesize complex qualitative and quantitative inputs into clear insights and recommendations
• You have experience facilitating workshops and engaging cross-functional stakeholders throughout the design process
• You understand how operational processes, systems, and organizational structures influence customer experiences
• You are comfortable navigating ambiguity and breaking down complex challenges into actionable opportunities
• You have strong written, verbal, and visual communication skills
• You proactively identify opportunities for experience improvement and organizational alignment
• You can effectively communicate design rationale and influence stakeholders through evidence-based storytelling
• You have experience using tools such as Figma, Mural, FigJam, Jira, Confluence, Airtable, and Microsoft Teams
• You continuously seek opportunities to strengthen your craft and deepen your understanding of service design practices

Skills

• Service Design
• Human-Centered Design
• Customer Journey Mapping
• Service Blueprinting
• Systems Thinking
• Experience Strategy
• Design Research Synthesis
• Workshop Facilitation
• Stakeholder Management
• Business Process Improvement
• Requirements Management
• Strategic Problem Solving
• Cross-Functional Collaboration
• Communication Management
• Change Management
• Insights & Opportunity Identification

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