Senior Service Designer

About the Role:

In this role, you will join an experienced design organization focused on developing digital services and customer experiences. You will lead service design initiatives from early discovery through implementation, working closely with UX designers, product teams, service owners, engineers, and business stakeholders.

The role requires a strong hands-on design background combined with the ability to navigate complex organizations, facilitate collaboration, and translate customer insights into scalable service concepts and tangible improvements. You will play a key role in connecting customer needs, business objectives, operational processes, and digital products to create valuable end-to-end experiences.

Your main responsibilities will include:

• Lead service design initiatives across complex digital services
• Map, analyze, and improve end-to-end customer and user journeys
• Translate research findings and customer insights into service concepts, priorities, and improvements
• Create service blueprints connecting customer experiences with business processes, systems, and capabilities
• Collaborate closely with UX Designers, Service Owners, Product, Technology, and Business teams
• Facilitate workshops and stakeholder alignment sessions
• Connect design initiatives to measurable business outcomes such as customer value, adoption, productivity, and operational efficiency
• Drive design initiatives independently from discovery through implementation
• Ensure design recommendations are translated into actionable improvements

We are looking for someone who:

• Has 10+ years of experience in Service Design, Customer Experience Design, or a closely related design discipline
• Has a strong portfolio demonstrating hands-on design work, design thinking, process, and measurable outcomes (applications without a portfolio cannot be considered)
• Has extensive experience conducting user research, synthesis, customer journey mapping, and service blueprinting
• Has strong systems thinking and can connect customer needs, digital products, business, technology, and operations
• Has experience working in complex organizations with multiple stakeholders
• Has the ability to balance customer needs with business and operational objectives
• Has a strong human-centered design mindset and hands-on experience driving service design initiatives
• Is a T-shaped designer with deep expertise in Experience Design complemented by Service Design and Business Design capabilities
• Is comfortable working independently in ambiguous environments and driving initiatives forward

Meritorious Experience:

• Experience with B2B products or services
• Experience within industrial products or manufacturing environments
• Experience with SaaS platforms or digital products
• Experience with connected services, IoT, telematics, or fleet management solutions
• Experience working with dealer ecosystems or global digital products