Service Designer

WHO YOU ARE:

You are a curious, member-focused problem solver who is passionate about improving experiences for both members and employees. You thrive at the intersection of human-centered design, business strategy, and operational excellence, using research, data, and empathy to uncover opportunities and reduce friction.

You are comfortable navigating ambiguity, asking thoughtful questions, and collaborating across teams to solve complex challenges. You can balance strategic thinking with execution and are skilled at bringing stakeholders together to turn insights into meaningful outcomes.

You will be successful in this role if you:

• Put members and employees at the center of every decision.
• Are naturally curious and driven to understand root causes.
• Thrive in collaborative, cross-functional environments.
• Use data, research, and insights to inform recommendations.
• Can influence without authority and build strong partnerships.
• Embrace change, continuous learning, and innovation.
• Focus on measurable outcomes and delivering meaningful impact.

WHAT YOU’LL DO:

• Support the planning and execution of qualitative and quantitative research (e.g., interviews, surveys, journey mapping, service blueprints, personas)
• As needed, leverage the Voice of the Member analysis to form solutions to member pain points.
• Contribute to the development of actionable insights that inform experience improvements
• Leverage available data sources to support research findings and recommendations
• Partner with cross-functional teams (Digital, Operations, Marketing, IT, Product, CX) to understand business processes and member interactions
• Contribute to discussions that align experience improvements across channels and touchpoints
• Support coordination of service design activities across multiple teams
• Assist in planning and facilitating design thinking sessions and journey mapping workshops
• Support documentation of workshop outputs, themes, and recommended actions
• Contribute to prioritization efforts by organizing insights and opportunity areas
• Contribute to the development of experience design concepts and recommendations
• Support concept validation activities, including gathering feedback and documenting learnings
• Track and maintain documentation related to service design initiatives
• Prepare clear, concise summaries of research findings, journey maps, and insights
• Communicate findings to team members and stakeholders in a structured and accessible manner
• Maintain organized documentation and contribute to centralized research repositories

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction or similar required
• 1+ years of experience in service design, user research, customer experience, or a related field (including internships or academic project work) required
• Exposure to service design, design thinking, or human-centered design methodologies
• Experience working in team-based or cross-functional environment
• Demonstrated ability to contribute to experience design projects
• Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps to communicate ideas and designs
• Financial Services experience a plus.