Senior Service Designer

The Senior Service Designer shapes and delivers service design strategies that transform consumer experiences across all touchpoints. Rooted in collaboration, this role brings together teams and stakeholders to align on consumer-centered solutions. It draws on a wide range of insights to ensure that innovation, strategy, and user needs are thoughtfully integrated into every decision.

Key Responsibilities

• Plan and deliver service design outputs, including journey maps, service blueprints, and concept scenarios, to create seamless consumer experiences.
• Establish and maintain organizational standards for journey management to ensure consistency in mapping, analyzing, and optimizing consumer journeys.
• Conduct design research, including ethnographic studies, secondary research, and usability testing, to understand consumer needs and behaviors.
• Synthesize research into actionable insights to enhance consumer satisfaction and engagement.
• Develop and maintain personas and user archetypes, embedding them into workflows to guide design and strategy.
• Collaborate with cross-functional teams and leadership to align service design strategies with organizational goals.
• Partner across teams to build trust and ensure alignment throughout project lifecycles.
• Facilitate workshops and co-creation sessions to define priorities and opportunities.
• Mentor junior team members, fostering skill growth and promoting a learning culture.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree (or equivalent experience) in Graphic Design or related field.

Experience Required:

• Typically requires 5 years of experience in Digital Design or User Experience Design.

Knowledge, Skills & Abilities Required:

• Deep expertise in service design methodologies, with the ability to transform insights into innovative and actionable strategies.
• Proven collaboration skills, effectively working with cross-functional teams and external partners to deliver data-driven design solutions.
• Demonstrated success in embedding consumer insights into enterprise strategies, ensuring a consumer-focused approach to organizational initiatives.
• Committed advocate for exceptional consumer experiences, championing their importance throughout the design process.
• Experience successfully launching large digital products and services
• Mastery in two or more areas of digital design such as visual design, interaction design, prototyping, information architecture, user testing, etc.
• Strong understanding of all areas of digital design including visual design, interaction design, prototyping, information architecture, user testing, etc.
• Skilled coach and mentor
• Ability to make complex software and processes accessible and understandable to end users
• Ability sell a vision, inspire a team and excite stakeholders
• Strong organizational and interpersonal skills
• Ability to facilitate brainstorming and creative sessions
• Serve as a trusted partner to leaders and product teams across the organization

Physical Requirements and Working Conditions:

• This position requires travel, therefore, will be exposed to weather and road conditions.
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.