Senior Service Designer

This role doesn’t just deal with neatly organized problems. It often involves overlooking the real difficulties users face amidst the complexities of daily operations. There’s a contradiction between on-the-ground operations and technological constraints. Therefore, the starting point is identifying the question that needs solving. From there, you’ll be responsible for designing research, testing prototypes, releasing solutions to the market, and continuously improving them.

We don’t stop at just strategy, nor do we confine ourselves to implementation alone. We work as a single team with members from design, engineering, product, and business to drive the whole project forward.

Reaktor is a globally operating organization. In addition to client work within Japan, communication with internal Reaktor stakeholders, including those in overseas offices, will also be required. Therefore, part of the selection process will be conducted in English.

What you’ll do

• Identifying Challenges:
When launching new businesses or digital services, we clarify what users are confused about and what the business should aim to achieve. After identifying technological and organizational constraints, we concretely outline the service concept, the direction of the Minimum Viable Product (MVP), and the methods for verifying it.

We conduct qualitative and quantitative design research, from planning to implementation and reporting, to drive decision-making
. We interpret the voices of users, on-site personnel, and the market, and summarize the path the business should take in a way that the team can understand and agree upon.

We design and conduct workshops with clients, users, business units, designers, and engineers to create a space for discussion
. We create a space where stakeholders from different positions can develop a shared understanding and a sense of ownership.

• We translate the insights gained from research and strategy into service concepts, user journeys, and service blueprints, and work with the team to create a roadmap that translates into actionable strategies .

We engage with a wide range of client stakeholders, from management who support client decision-making
to on-site operations. We re-examine assumptions, clarify trade-offs, and steer discussions toward a feasible and valuable direction.

• Learning from past experiences to drive future improvements
: Even after launch, we continuously monitor whether the service is truly creating value by analyzing user feedback, behavioral data, and business signals. The team discusses the challenges that have emerged and what to try next, and then supports the implementation of those changes.

What you’ll need

• Experience leading UX strategy and product design, centered on service design and UX research, in complex environments involving diverse stakeholders such as large corporations, new businesses, and digital transformation.
• Experience leading qualitative and quantitative research from design to implementation, analysis, and reporting.
• The experience of translating insights gained from research into subsequent decision-making, from service concepts to blueprints and MVP definitions.
• Facilitation skills to plan workshops, engage stakeholders, facilitate the event on the day, and manage the post-event integration.
• I have experience working closely with both the business and development teams to align priorities, constraints, and delivery decisions.
• The ability to collaborate effectively in on-site, remote, or hybrid environments within a team comprised of members from diverse fields.
• High level of communication skills in Japanese
• Business-level or sufficient English proficiency for performing business tasks. This includes the ability to discuss one’s own experience, design processes, project decision-making, and methods in English.
• The ability to move the team forward while visualizing progress using tools such as Figma, Miro, and Google Slides.

Nice to have

• Experience in professional services such as consulting and client advisory.
• Experience with methodologies such as Agile, Lean, and Design Sprint, which involve learning and creating in short cycles.
• Experience in business strategy, new business development, CX transformation, and operational reform.
• Project experience in large corporations, organizations with legacy systems, and regulated industries.
• Experience in proposal development, pre-sales, and initial project concept creation.
• Experience collaborating with global teams and teams in multiple locations.