Job Description:

Role Overview: Senior Service Designers are the driving force behind discovery. You’ll lead research, map real-world scenarios, uncover insights, and identify opportunities, doing hands-on work to pinpoint where efficiencies falter and where transformation can create real impact. You’ll analyze how processes and business units operate today, synthesize findings, and help shape the opportunities that define tomorrow.

What You’ll Do as a Sr. Service Designer:

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.

● Analyze interview data, workflow documentation, and operational metrics to identify patterns.

● Create service blueprints, journey maps, and process models that visualize the as-is experiences

● Map pain points, enablers, and hidden dependencies that impact efficiency.

Identify Opportunities

● Translate insights into initial opportunity themes and "How might we..." statements.

● Collaborate with Lead Service Designer to refine and prioritize opportunities.

● 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.

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.