Service Designer

As a Sr. Service Designer, you will:

Discover Scenarios Across Business Units

• 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.
• Capture both explicit processes and informal workarounds that reveal friction.

Generate Insights Through Analysis

• Analyze interview data, workflow documentation, and operational metrics to identify patterns.
• Create service blueprints, journey maps, and process models that visualize the as-is experience.
• Map pain points, enablers, and hidden dependencies that impact efficiency.
• Synthesize findings that show how experience, process, and technology intersect.

Identify Opportunities

• Translate insights into initial opportunity themes and “How might we…” statements.
• Collaborate with Lead Service Designer to refine and prioritize opportunities.
• Support the development of opportunity frameworks and readiness assessment.
• Partner with UX Designers to illustrate opportunities through visual concepts.

Visualize Findings

• 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.
• Ensure all visual outputs are clear, accurate, and compelling.

Collaborate Across Disciplines

• Work closely with Business Analysts to validate findings with operational data.
• Partner with UX Designers to translate service-level insights into experience opportunities.
• Support workshops and synthesis sessions with prepared materials and facilitation.

What You Bring Essential:

• 5–8 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.

You’ll Stand Out If You Have:

• 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