Senior Service Designer

As a Senior Service Designer, you will shape end-to-end experiences across complex ecosystems by improving both digital and physical service touchpoints. You will collaborate with cross-functional teams and diverse stakeholders to design services that are user-centered, inclusive, and scalable. Acting as the service design lead, you will guide research, facilitate co-creation, shape strategy, and influence practices that improve how services are delivered and experienced.

In this role, you will serve as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills. With minimal oversight from leadership, you will be responsible for supporting the goal of meeting scope, schedule, and delivery requirements.

 Key Responsibilities

• Lead service design efforts across complex systems, collaborating with cross-functional teams to deliver cohesive and user-centered solutions
• Plan and facilitate research and co-creation activities to understand user needs, pain points, and opportunities
• Map and visualize end-to-end experiences using tools such as journey maps, service blueprints, and ecosystem maps to identify gaps and inform decisions
• Translate insights into actionable improvements and strategic recommendations
• Facilitate workshops to align stakeholders, co-create solutions, and build a shared understanding of service challenges
• Build strong relationships with team members, program managers, and stakeholders to foster alignment and collaboration
• Navigate ambiguity and evolving requirements to support effective delivery
• Shape service design strategy and contribute to scalable frameworks, methodologies, and best practices
• Prioritize initiatives based on user needs, business goals, and team capacity
• Communicate insights and recommendations clearly to both technical and non-technical audiences
• Identify risks and provide leadership with recommendations to mitigate them
• Coach and mentor team members, with a focus on providing actionable feedback that helps individuals grow within their discipline
• Participate in panel interviews and grading candidate homework

• Bachelor’s degree and 5+ years of experience in service design or related field
• Relevant years of experience may be substituted for education
• Extensive experience with service design methods, tools, and frameworks
• Proven ability to lead service design efforts within complex ecosystems
• Strong understanding of a servicer designer’s role on a cross-functional team
• Prior experience serving as a mentor to junior-level team members
• Proficiency with design tools such as Mural or Figma
• Ability to obtain a public trust clearance