We are seeking a Senior Service Designer with extensive experience in uncovering complex workflows and designing seamless, efficient service experiences. This role involves partnering with business units to conduct in-depth research, document workflows and systems, generate insights, and visualize opportunities that drive measurable improvements in operational efficiency and customer experience.
Key Responsibilities:
- Conduct stakeholder interviews, contextual inquiries, and observational research to understand business processes and how work gets done
- Document existing workflows, user interactions, and system dependencies in detail, capturing both formal processes and informal workarounds
- Analyze qualitative data, operational metrics, and workflow documentation to identify patterns, pain points, and efficiency barriers
- Create service blueprints, journey maps, and process models that provide clear visualizations of the as-is experience
- Translate insights into opportunity themes and “How might we…” statements, collaborating with leadership to prioritize and develop opportunity frameworks
- Partner with UX Designers to illustrate and communicate opportunities through compelling visual concepts
- Develop clear, structured documentation, insight summaries, and workshop materials to support stakeholder engagement and decision-making
- Collaborate closely with Business Analysts, UX Designers, and cross-functional teams to validate findings and translate insights into actionable experience improvements
Qualifications:
- 5+ years of experience in Service Design, Customer Experience (CX) Strategy, UX Research, or Business Consulting
- Strong qualitative research skills, experience with synthesis, and systems mapping expertise
- Proven ability to document complex workflows and create detailed service blueprints, journey maps, and process models
- Excellent visual communication and structured documentation capabilities
- Comfortable working independently in ambiguous environments with strong collaboration across design, business, and technology teams
- Experience in enterprise discovery, business process analysis, or operational consulting is highly desirable
Why Join:
- Contribute to transformative projects that impact service experiences at scale
- Collaborate with dynamic, cross-functional teams in a fast-paced environment
- Opportunity to influence and drive meaningful business value through strategic service design
- Competitive salary and benefits package