Senior Service Designer

We are seeking a creative, strategic, and user-focused Service Designer to help shape the future of our digital content operations and self-service enablement on the Adobe Experience Manager (AEM) platform. This role will be part of the Digital team within the Marketing organization reporting into the Senior Manager, Digital UX , and will play a pivotal role in our transformation journey to empower marketers across the business with self-service tools and workflows.

The Service Designer will be instrumental in designing seamless services and experiences for internal stakeholders—especially marketing teams and content authors—by producing service design blueprints, journey maps, and process improvements. Our goal is to create scalable, user-centric systems that enable marketers to publish and manage content effectively, while ensuring consistency, quality, and governance across digital experiences.

The ideal candidate will collaborate closely with cross-functional teams to identify pain points, ideate innovative solutions, and implement scalable services that empower stakeholders to manage content effectively while adhering to governance standards.

Key Responsibilities:

• Service Blueprinting: Develop and maintain detailed service design blueprints that map user journeys, touchpoints, pain points, and backend processes for digital content operations.
• Journey Mapping: Create comprehensive user journey maps for different personas, highlighting service opportunities and areas for improvement.
• Stakeholder Engagement: Collaborate with marketing teams, governance leads, IT, and content operations to co-design effective self-service workflows and support structures.
• Prototyping: Develop and test low-fidelity prototypes for new processes, service enhancements, and platform features.
• Process Optimization: Identify inefficiencies in existing content workflows and recommend improvements to streamline operations.
• User Research: Conduct qualitative and quantitative research, including stakeholder interviews, workshops, and data analysis, to understand user needs and challenges.
• Measurement & Analytics: Support the definition of KPIs and success metrics to track the effectiveness of service changes and user adoption.
• Training & Communication: Support the creation of training materials and communication strategies to help onboard users to new services.
• Governance Support: Partner with governance teams to ensure service designs align with content quality, compliance, and metadata standards.

Required Qualifications:

• Bachelor’s degree in Service Design, User Experience, Design Thinking, Business, or a related field.
• 5+ years of experience in service design, UX design, or process improvement roles.
• Proven experience creating service blueprints, journey maps, and process documentation.
• Strong facilitation skills for workshops and collaborative design sessions.
• Familiarity with digital content management systems (CMS) such as Adobe Experience Manager (AEM) is a strong plus.
• Excellent problem-solving skills and ability to manage complexity.
• Exceptional communication and presentation skills.
• Proficiency with design and mapping tools (e.g., Miro, Figma, Adobe Creative Suite, Visio).

Preferred Qualifications:

• Experience in B2B SaaS or technology environments.
• Understanding of content lifecycle management and governance best practices.
• Knowledge of Agile or Lean methodologies.
• Familiarity with localization and personalization workflows.

Key Competencies:

• Empathy: Deep understanding of user needs and pain points.
• Collaboration: Ability to work cross-functionally and build strong relationships.
• Innovation: Creative problem-solving and solution-oriented thinking.
• Communication: Ability to clearly articulate complex ideas.
• Adaptability: Comfortable working in a fast-paced and evolving environment.