Service Designer

What you’ll do…

At H&R Block, we’re reimagining how we serve our clients and communities, and we’re looking for a Service Designer to help bring that vision to life. In this role, you’ll own and lead service design projects from planning through delivery, collaborating with product, design, research, and operations partners to create meaningful experiences that connect customer needs with business goals. By conducting research, mapping end-to-end journeys, and facilitating workshops with cross-functional teams, you’ll uncover insights, remove barriers, and shape seamless services that make a lasting impact. From defining North Star visions to prototyping new offerings, you’ll play a key role in turning strategy into action and designing solutions that drive both client success and business growth.

Day to day, you’ll…

• Own and lead at least two independent service design projects from planning through delivery, while also supporting or co-leading additional projects to strengthen overall team capacity

• Collaborate closely with product, design, research, and operations partners to scope projects, define deliverables, and ensure alignment on timelines and outcomes

• Conduct generative and evaluative research, define customer personas and audiences, and synthesize insights into user motivations, behaviors, and pain points

• Map end-to-end customer journeys and build service blueprints, identifying risks, removing unhappy paths, and shaping experiences that connect user needs with business goals

• Design and facilitate workshops and co-creation sessions with cross-functional stakeholders to align on opportunities, define direction, and bring clarity to complex challenges

• Contribute to North Star visioning, service modeling, and prototyping, helping translate strategy into actionable concepts, pilots, and new service offerings

• Apply service design methods and design thinking to imagine and test improved experiences, balancing user needs, business goals, and technical realities in every solution

What you’ll bring to the team…

Education:

• Relevant bachelor’s degree from a 4-year college or university, or equivalent experience

Work Experience:

• 5+ years professional experience with proven success contributing to and leading service design efforts focused on people, process, and technology that have been implemented in the real world

• Strong expertise in design thinking/human-centered design, customer journey mapping, service blueprints, and continuous service improvement methodologies

• Comfortable collaborating with business, marketing, and IT partners

• Solid understanding of product development life cycle models and project management principles and practices

• Experience using Miro, FigJam, and other collaboration tools

• Strong co-creation and communication skills (visual and/or writing)

• Working remotely is possible; being based in Kansas City with our design team is preferred