Lead Service/Experience Designer

Launch What’s Next in Service Design

We’re looking for a Service Design Lead who thrives on turning complex business challenges into breakthrough customer experiences. You’ll join our rapidly growing Service Design practice—part of Launch’s strategic transformation toward human-centered AI experiences that drive measurable business impact.

This isn’t about optimizing touchpoints. This is about redesigning how organizations create value—connecting human needs with business strategy to unlock growth that matters.

What You’ll Build

Lead Strategic Client Transformation

Own end-to-end service design engagements with Fortune 500 clients. Navigate complex organizational dynamics, align stakeholders across business units, and champion service design as the catalyst for transformation. You’ll manage project teams while contributing to the broader development of Launch’s service design practice.

Expand Into Growing Industries

Lead service design initiatives in high-growth sectors including healthcare and government. Bring design expertise to support pursuit success in these critical markets while maintaining excellence in practice and delivery responsibilities. Own responses to sales opportunities for service design, crafting compelling proposals that demonstrate our unique value proposition in transforming public and private sector organizations.

Deliver Measurable Business Impact

Design end-to-end service ecosystems that span digital and physical touchpoints. Create service blueprints, journey maps, and transformation roadmaps that drive measurable revenue growth and operational efficiency for clients—not just beautiful deliverables.

Drive Cross-Practice Excellence

Collaborate seamlessly with our Visual Design (Storytelling) and Product Design (Pathmaking) teams. You’ll help orchestrate the complete design toolkit—using service insights to inform brand narratives and scalable product experiences.

Develop Emerging Talent

Mentor junior designers and help elevate talent from UX and research backgrounds into service design roles. Build the next generation of strategic thinkers who can connect business strategy with human experience.

Expand Client Relationships

Identify opportunities for deeper engagement within existing client relationships. Contribute to business development through portfolio development, thought leadership, and strategic relationship building.

What You Bring

10+ years leading service design projects in consulting, agency, or enterprise environments

You’ve managed complex stakeholder relationships, delivered strategic recommendations that executives actually implemented, and seen your work create measurable business outcomes. You’re ready to step into leadership-level client engagement while building the practice alongside our Senior Director.

Client services excellence

You know how to balance service design rigor with practical business constraints. You’ve presented to C-suite executives, managed project timelines and budgets, and built trust with clients who come back for more.

Systems thinking mastery

You see the full ecosystem—from employee experiences to customer journeys to business process optimization. You understand how organizational culture, technology capabilities, and market dynamics interconnect.

Collaborative leadership

You inspire multidisciplinary teams and work effectively with strategists, researchers, product managers, and engineers. You know when to lead and when to support.

Business development mindset

You can identify expansion opportunities within existing client relationships and contribute to new business development through portfolio development and thought leadership. Experience crafting winning responses to RFPs and sales opportunities in complex B2B environments.