Senior Service Designer

Job Description

This Senior Service Designer role will drive ground-breaking digital experiences by championing user-centric build across complex, omnichannel journeys across our key digital platforms. Work with multidisciplinary product teams to reimagine and optimize services, ensuring seamless integration of business, technology, and user needs. Our work will directly impact strategic priorities, crafting how the organization delivers value to both internal and external partners.

As a Senior Service Designer, you will bring the user’s voice into every stage of product and service development. Foster diversity of thought, and impact product strategies that deliver outstanding brand experiences and internal innovation.

Core Responsibilities

• Discovery & Research: Plan and facilitate user research and discovery activities, collaborating with diverse partners to uncover needs, struggles, and opportunities.
• Journey Mapping & Blueprinting: Lead the mapping of as-is and to-be user journeys and service blueprints, visualizing complex processes and informing strategic direction.
• Strategic Decision Support: Conduct scenario planning, risk analysis, and innovation processes; connect short- and medium-term digital needs to long-term ecosystem visions.
• Storytelling & Advocacy: Craft compelling narratives and visualizations to build empathy, articulate process improvements, and champion the impact of service design across the organization.
• Multi-functional Collaboration: Partner with technical and non-technical teams to interpret needs, lead expectations, and drive consensus on build decisions; contribute to process reimagination and organizational change for digital platforms.
• Mentoring & Leadership: Mentor and coach designers within product teams and ensure consistency and quality across services and platforms.
• Technical & Ecosystem Integration: Understand technical complexities, inform technical roadmaps, and ensure cross-business alignment on service blueprints.