Lead Service Designer

What you’ll do:

• Observe real-world fittings in contrasting contexts – high-touch specialty stores, self-directed formats, on-location events, and e-commerce
• Build and maintain our fitting moment service model: current-state blueprints spanning shopper, frontline staff, store operations, customer headquarters, our products and partners, and the systems and data underneath
• Work out which segments run differently and which are the same, fitting with a different configuration, and give the organization a clear set of segments to work from
• Identify needs that repeat across segments and translate them into candidate platform capabilities and product opportunities – each tied to an owner, evidence level, and next test
• Design and prototype future-state service concepts
• Partner with product managers, research, and data/analytics on how triggers, engagements, and outcomes get measured
• Bring field evidence into the product cadence so product teams can choose what to build
• Work directly with customers, from store staff to executives
• Leverage AI agents to compress synthesis, blueprint drafting and research, redirecting the time saved into field observation, and keeping the shared service model in a form agents can query
• Travel for field observation and customer sessions (at least 4 times a year)

   

We are excited about you because:

• You have 4+ years of experience in service design spanning physical and digital services, ideally in retail or another frontline operational environment
• You are familiar with B2B2C or platform contexts
• Your portfolio includes service blueprints for operations, systems, data, policy, and responsibilities, as well as field research
• You have concrete decisions, pilots or shipped changes that came from your maps
• You are comfortable mapping what happens behind the screen as well as in front of it
• You have working fluency with AI tools and agents
• You have demonstrated experience working across product teams, customer organizations, and store staff without direct authority

Bonus – Don’t let these stop you from applying, but please let us know if you have experience with:

• Experience in retail technology or complex physical-plus-digital operating environments
• Experience in a product organization where teams run their discovery and delivery inside a shared direction
• Familiarity with instrumentation and measurement design for offline or hybrid journeys