Senior Service Designer

As a Service Designer, you will play a key role in shaping seamless and impactful user experiences by mapping out customer journeys and service blueprints. You will work cross-functionally across squads, rotating every quarter, to ensure that all customer touchpoints within our digital and physical ecosystem are effectively designed. This role focuses on service design strategy rather than UI/UX execution, making it ideal for candidates with a background in strategic design, business design, or industrial/service design.

Main Responsibilities

• Define and oversee end-to-end customer journeys, identifying pain points and opportunities for improvement.
• Develop service blueprints, aligning user experience with backend processes in collaboration with engineering and data teams.
• Facilitate co-creation workshops using MIRO, guiding stakeholders in designing and optimizing customer journeys.
• Conduct user research through direct interviews and established methodologies, applying findings to service design.
• Work with pre-existing design systems in Figma, ensuring consistency across products and services.
• Lead the standardization of customer journey templates, contributing to a comprehensive playbook for designers and product managers.
• Collaborate closely with product teams across multiple squads, adjusting strategies based on evolving business needs.
• Expand and position service design as a key discipline within the organization.

Required Knowledge and Experience

• 3+ years of experience in Service Design or a similar role, ideally at a senior level.
• Background in strategic design, business design, industrial design, or service design.
• Proficiency in MIRO for facilitation, ideation, and stakeholder collaboration.
• Strong research skills, with expertise in at least three user research methodologies.
• Experience working with customer journeys, service blueprints, and flow-based problem-solving.
• Ability to guide and coach designers and product managers in structuring service-oriented experiences.
• Familiarity with design systems in Figma (not necessarily creating them, but effectively using them).
• Strong communication, collaboration, and facilitation skills.
• Advanced English proficiency (written and spoken).