Senior Service Designer

Where you come in:

As a Senior Service Designer, Technical Support, you will independently design and improve end-to-end customer and agent support journeys across self-service and assisted channels. You will connect customer- facing interactions with agent workflows, operational processes, policies, content, data, and enabling

systems so the overall service works coherently. You will synthesize evidence into journey maps, service blueprints, concepts, prototypes, and service requirements, then facilitate cross-functional teams as they test, implement, measure, and iterate improvements.

• Use journey analytics, contact reasons, call and interaction data, customer research, complaints, operational metrics, and agent feedback to identify failure points, repeat contacts, transfers, abandonment, and avoidable effort across digital and assisted experiences.

• Translate customer and agent behavior into clear, prioritized service improvements with defined success measures and expected operational impact.

• Design, prototype, and test handoffs between self-service and live support so customers reach the right support at the right time, with context preserved and safety-critical issues not blocked by automation.

• Partner with Operations, IT, Product, Data, Quality, Training, and other stakeholders to align service improvements, resolve dependencies, and ensure solutions are usable, adopted, and measurable.

• Synthesize evidence from speech analytics tools such as CallMiner, call listening, customer research, surveys, complaints, journey analytics, operational metrics, and agent feedback to guide service design decisions.

• Lead or support research, prototyping, usability testing, service experiments, and iteration of workflows such as IVR flows, bots, guided experiences, knowledge content, automation, and escalation paths.

• Contribute to improved adoption, reduced customer effort, better agent experience, and measurable service outcomes across Technical Support.

What makes you successful:

• 5+ years of relevant experience in service design, UX, CX, or complex customer journey design, with proven examples of implemented service improvements in a portfolio or comparable work samples.

• Familiarity with contact center or customer support environments, including tiered support or escalation models, preferred.

• Ability to observe customer and agent behavior and translate qualitative and quantitative insights into practical, scalable improvements.

• Strong collaboration and facilitation skills across Operations, IT, Product, Data, Quality, Training, and other cross-functional partners.

• Data-informed mindset with curiosity about customer and agent behavior, using evidence to prioritize improvements and evaluate outcomes.

• Ability to balance customer and agent needs, operational constraints, safety considerations, regulatory expectations, and business objectives.

• Experience working in a regulated enterprise environment preferred.

• Passion for improving customer experience, reducing friction, and designing coherent services across digital channels, assisted support, processes, policies, data, and systems.