Service Designer

Senior Service Designers are the driving force behind discovery. You’ll lead research, map real-world scenarios, uncover insights, and identify opportunities, doing hands-on work to pinpoint where efficiencies falter and where transformation can create real impact.

Roles and Responsibilities:

• Conduct stakeholder interviews, contextual inquiries, and observational research to uncover how work gets done.
• Document existing workflows, user interactions, and system dependencies in detail.
• Identify key scenarios where effort, time, or cost inefficiencies exist.
• Analyze interview data, workflow documentation, and operational metrics to identify patterns.
• Create service blueprints, journey maps, and process models that visualize the as-is experiences.
• Synthesize findings that show how experience, process, and technology intersect.
• Translate insights into initial opportunity themes and “How might we…” statements.
• Create visual artifacts, service blueprints, journey maps, process flows, and insight summaries.
• Develop clear documentation that supports insight decks and opportunity portfolios.
• Contribute to workshop materials and stakeholder presentations.

Requirements:

• 5 to 8 years in Service Design, CX Strategy, UX Research, or Business Consulting.
• Strong skills in qualitative research, synthesis, and systems mapping.
• Proven ability to document complex workflows and create service blueprints.
• Proficiency in visual communication and structured documentation.
• Comfortable navigating ambiguity and working independently within a guided scope.
• Strong collaboration skills across design, business, and technology teams.
• A portfolio or case studies that show how your strategic thinking delivered tangible business value.

Nice to have skills:

• Experience conducting discovery in enterprise or transformation settings.
• Background in business process analysis or operational consulting.
• Experience working in cross-functional or consulting team environments.