Service Designer

WHAT YOU’LL DO

• Lead service design engagements from discovery through to implementation, using a mix of systems thinking, journey mapping, blueprinting, and service prototyping to inform strategy and guide delivery.
• Frame problems and opportunities at the right altitude for the team and stakeholders, balancing business needs, operational realities, and customer impact.
• Build alignment across disciplines through clear, strategic storytelling — both visual and verbal — and facilitation of collaborative working sessions.
• Translate insights into actionable service opportunities, helping teams define how services should work across touchpoints, teams, and technologies.
• Rapidly prototype and validate service concepts using appropriate fidelity — from conceptual flows and roleplay scenarios to interactive prototypes and workflows.
• Mentor and guide junior service designers, offering feedback, modeling best practices, and helping shape their development as practitioners.
• Act as a subject matter expert in service design, helping cross-functional teams understand and apply service design tools and principles.
• Contribute to the growth and refinement of the service design practice through method development, knowledge sharing, and collaboration with other disciplines.

WHAT SUCCESS LOOKS LIKE

• You bring 7–10+ years of hands-on service design experience, including leading engagements with cross-functional teams in complex, matrixed organizations.
• You demonstrate fluency in service design methods and frameworks — and know when to adapt or combine them to fit the needs of the work.
• You have a portfolio that showcases your ability to solve for service delivery challenges and shows how your thinking influenced decisions and outcomes.
• You’re comfortable navigating ambiguity and proactively structuring work — from defining the challenge to shaping the engagement approach.
• You are a trusted collaborator and thought partner to journey leads, product managers, researchers, operations leaders, and others.
• You lead with curiosity, empathy, and pragmatism, and can zoom in on service details or zoom out to big-picture strategy when needed.
• You give and receive feedback well, and see mentoring as part of your responsibility to the craft and the team.
• You understand how to tell stories that resonate — not just with design peers, but with operational, clinical, and executive stakeholders.
• You advocate for service quality, equity, and feasibility in equal measure.

BONUS IF YOU HAVE

• Experience working in healthcare, regulated industries, or other service-heavy ecosystems.
• Comfort facilitating sessions with senior stakeholders or large cross-functional groups.
• Ability to translate strategic intent into actionable plans and artifacts for teams to execute.
• Familiarity with tools like Figma, Miro, Adobe Creative Suite, Jira, and service research methods.