Senior Service Designer

As a Senior Service Designer, you will be responsible for leading service design efforts across the intersection of human-centered design, business needs, policy and program requirements, and the technical solution during the Service Design and Planning phases for the EI on BDM program. You will interpret and synthesize these inputs to shape conceptual and functional design direction in close collaboration with Product Management and Planning teams.
You will provide ownership over key design workstreams, guide experience decisions, and help align multiple teams around a shared understanding of the target service experience. You will be expected to contribute to key planning decisions, identify experience risks and opportunities, and support delivery timelines within an agile delivery model. Advanced proficiency in User Experience methods and techniques, along with advanced proficiency in Service Design Thinking, is required.
• Facilitate and lead working sessions to gather insights, needs, and requirements, while fostering collaboration and alignment among stakeholders.
• Create and oversee functional flows that visualize the user experience, partnering with Product Managers to refine Features and provide a human-centered lens on proposed solutions and Acceptance Criteria.
• Analyze insights and learnings from Generative Research to inform, evolve, and refine the target platform experience, translating findings into clear design implications and recommendations.
• Stay updated on industry trends, best practices, and emerging service design methods to continuously improve design processes and outputs.
• Working in Agile, experience collaborating with Product Managers and contributing to feature refinement.
• Create and guide conceptual design assets as needed depending on the solution, including user flows, functional flows, journeys, conceptual mockups, service blueprints, and related artifacts.
• Participate in and support feature creation and authoring to increase quality, consistency, and delivery hygiene.
• Frame and tell the story of design solutions, clearly explaining the team’s thinking, rationale, trade-offs, and recommendations in a compelling way.
• Contribute to and, where appropriate, lead the communication of research findings, conceptual ideas, service strategy, service delivery considerations, and implementation guidance.
• Provide design guidance to team members, help maintain quality across design outputs, and support alignment between service design, product, business, and delivery teams.
Required Skills:
• Experience in at least two of the following areas, with working knowledge of the third: design research, interaction design, and service design across varied users, business problems, and digital and physical touchpoints.
• Experience taking ownership of service design workstreams, translating ambiguity into structured design outputs, and influencing decisions with cross-functional teams.
• Strong ability to synthesize research, business requirements, and technical constraints into actionable design recommendations.
Nice To Have Skills:
• Solid understanding and experience with Figma.
• Workshopping experience, including creating activities, ancillary assets, and facilitation materials.
• Qualitative research experience, including synthesis of large data sets into human-centered design insights.
• Experience mentoring or guiding other designers, contributing to design quality, and supporting consistency across complex service design initiatives.