Senior Service Designer

We are seeking a Senior Service Designer with extensive experience in uncovering complex workflows and designing seamless, efficient service experiences. This role involves partnering with business units to conduct in-depth research, document workflows and systems, generate insights, and visualize opportunities that drive measurable improvements in operational efficiency and customer experience.

Key Responsibilities:

• Conduct stakeholder interviews, contextual inquiries, and observational research to understand business processes and how work gets done
• Document existing workflows, user interactions, and system dependencies in detail, capturing both formal processes and informal workarounds
• Analyze qualitative data, operational metrics, and workflow documentation to identify patterns, pain points, and efficiency barriers
• Create service blueprints, journey maps, and process models that provide clear visualizations of the as-is experience
• Translate insights into opportunity themes and “How might we…” statements, collaborating with leadership to prioritize and develop opportunity frameworks
• Partner with UX Designers to illustrate and communicate opportunities through compelling visual concepts
• Develop clear, structured documentation, insight summaries, and workshop materials to support stakeholder engagement and decision-making
• Collaborate closely with Business Analysts, UX Designers, and cross-functional teams to validate findings and translate insights into actionable experience improvements

Qualifications:

• 5+ years of experience in Service Design, Customer Experience (CX) Strategy, UX Research, or Business Consulting
• Strong qualitative research skills, experience with synthesis, and systems mapping expertise
• Proven ability to document complex workflows and create detailed service blueprints, journey maps, and process models
• Excellent visual communication and structured documentation capabilities
• Comfortable working independently in ambiguous environments with strong collaboration across design, business, and technology teams
• Experience in enterprise discovery, business process analysis, or operational consulting is highly desirable

Why Join:

• Contribute to transformative projects that impact service experiences at scale
• Collaborate with dynamic, cross-functional teams in a fast-paced environment
• Opportunity to influence and drive meaningful business value through strategic service design
• Competitive salary and benefits package