Lead Service Designer

The Lead Designer-level is an individual contributor role helping our brand and CX transformation from seasonal tax prep to a year-round financial services provider. You’ll partner with cross-functional teams to design and optimize our customers’ journey and end-to-end lifecycle for our service offerings. This role reports to the Head of Design, Customer Design Director.

• Define customer journey, service strategy & build service blueprints for our offerings, thoughtfully eliminating identified areas of risk or unhappy paths in the service model
• Define customer personas and audiences to identify user motivations, behaviors, pain points. Deliver insights into the balance of existing and new user personas.
• Create test plans for rapid experiments that cross functional teams deploy and learn iteratively
• Lead sessions with cross functional stakeholders, including Customer Design team, to co-create service design direction and documents.
• Ideate, test and launch new service offerings with our product partners
• Create a prioritized continuous service improvement roadmap and mitigate constraints to improve our CX satisfaction and conversion.
• Coordinate seamless connectivity across channels, touchpoints, and platforms
• Track implementation of end-to-end experience, tying improvement activities to key measures that create member and business value
• Partner with Consumer Insights to uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
• Partner with Retail Operations to design an improved CX and Associate retail experience
• Influence our company as a creative leader
• Develop your talent upward as a Principal Designer or a UX Design Manager

What You’ll Bring To The Team…

• 6+ years of proven UX or Service design excellence focusing on people, process and technology that have been implemented in the real world
• 2+ years focused on design systems, 2+ years of project leadership and people mentorship
• A “customer-first” mentality to help drive the best customer experience
• Proficiency in Figma and other software to create design concepts, prototypes, assets and specifications.
• Enthusiasm for iterative design process, inspired by group critique
• Mentor with passion for developing designer’s skillsets
• Ability to inspire a variety of decision-makers with ease; you’ll be working with support agents & managers to directors, VPs and everyone in between
• A passion for simplifying complex problems and understand user’s needs
• Comfortable working with business, marketing, IT partners
• Some travel required to visit HRB offices throughout the US
• Working remotely is possible, based in Kansas City with our design team preferred.