Service Designer

The Staff Service Designer will focus on complex, cross-functional challenges where the customer experience is shaped by touchpoints that span multiple channels — digital, human, and environmental. You’ll lead service visioning, blueprinting, and journey orchestration, often in areas where business goals require operations, support, or in-person delivery to succeed. You’ll connect the frontstage and backstage, helping to ensure that what we design for users is not only engaging but also deliverable and sustainable in the real world. Your work will help bring coherence to how we show up across the entire service journey. This is an individual contributor (IC) role reporting to a Manager or Director of Design.

A typical day: 

• Lead service design efforts across major initiatives, from current-state mapping to future-state modeling, aligning stakeholders on where to intervene and how
• Collaborate with product managers, experience designers, operations experts, engineers, researchers, support, and policy to design coherent, multi-touchpoint experiences
• Design and facilitate workshops and other rituals to align stakeholders and develop a shared understanding of service challenges and opportunities
• Produce service blueprints, journey maps, process models, and frameworks that connect platform capabilities and offline experience delivery
• Build relationships with field and support teams to understand how services are actually delivered and where design can improve clarity, reliability, and quality
• Influence strategic decisions by identifying how roles, policies, and business processes affect the end-to-end experience.
• Drive alignment and clarity in ambiguous spaces by zooming out to the system and helping teams prioritize with shared intent
• Contribute to evolving the craft of service design at Airbnb through practice excellence, collaboration, and evangelism.

Your expertise: 

• 10+ years of experience in service design or systems-oriented experience design
• Deep fluency in service design methods, including journey mapping, blueprinting, experience prototyping, ecosystem modeling, facilitation, and storyboarding
• Experience designing and scaling services that rely on both digital tools and offline delivery, including operational teams, physical spaces, and human interactions
• Expert-level collaboration skills and ability to build shared understanding across business functions with diverse goals and vocabulary
• Proven ability to define service models and capability requirements that span product, operations, and business teams
• Confident leading through ambiguity and working at varying levels of abstraction, from high-level service strategy to front-line delivery mechanics
• Excellent visual, verbal, and written communication skills; compelling storytelling and stakeholder engagement
• Experience with 0→1 service launches, or leading major service transformation efforts spanning multiple business functions