Senior Lead Service Designer

THE ROLE AND RESPONSIBILITIES

We are looking for a Senior Lead Service Designer to join our Design Discipline in New York. As a Senior Lead Service Designer, you will address challenges that require operational expertise, user empathy, and a systems mindset. You will concentrate on customer and employee experiences, mapping service ecosystems, identifying inefficiencies, and creating solutions that align both business and user needs.

This role frequently involves collaborating with the Customer First Concept Lab, a design and innovation accelerator, as well as with multidisciplinary teams, including technologists and other designers. You will work across industries to develop scalable, practical service models.

In this role, you will also contribute to the evolution of the Design Discipline by refining service design methods, tools, and systems, setting the standard for design excellence across the organization.

As a Senior Lead Service Designer, you will:

• Create blueprints, user journeys, and process diagrams to identify inefficiencies and opportunities across the service chain.
• Ensure solutions balance customer satisfaction, employee workflows, and operational efficiency.
• Develop storyboards, low- to mid-fidelity prototypes, and testing scenarios to refine workflows.
• Lead collaborative sessions to uncover insights, align priorities, and co-create actionable solutions.
• Collaborate with industry experts, technologists, and designers to ensure practical and scalable solutions.
• Guide the transition from concept to execution, ensuring smooth delivery and measurable outcomes.
• Adapt your approach to meet the unique challenges of different sectors, including healthcare, travel, and finance.

WHAT YOU BRING

• 5-8+ years in service design or related fields, with a strong portfolio.
• Advanced proficiency in tools like Miro, Figma, or Lucidchart
• An understanding of systems thinking and process improvement methodologies with an ability to identify inefficiencies and propose scalable solutions.
• A focus on designing services that prioritize user needs while ensuring operational feasibility and business viability.
• Experience leading team members and projects to successful resolution.
• Proven success presenting design work, aligning stakeholders, and managing feedback.
• Experience working with diverse groups, including business leaders, employees, and end users.
• Exceptional ability to craft narratives that resonate with all stakeholders.
• A passion for learning and applying service design principles in diverse contexts.