Senior Service Designer

As a Sr. Service Designer, you will:

• Discover Scenarios Across Business Units

• Conduct stakeholder interviews, contextual inquiries, and observational research to uncover how work gets done.

• Document existing workflows, user interactions, and system dependencies in detail.

• Identify key scenarios where effort, time, or cost inefficiencies exist.

• Capture both explicit processes and informal workarounds that reveal friction. Generate Insights Through Analysis

• Analyze interview data, workflow documentation, and operational metrics to identify patterns.

• Create service blueprints, journey maps, and process models that visualize the as-is experiences

• Map pain points, enablers, and hidden dependencies that impact efficiency.

• Synthesize findings that show how experience, process, and technology intersect.

Identify Opportunities

● Translate insights into initial opportunity themes and “How might we…” statements.

● Collaborate with Lead Service Designer to refine and prioritize opportunities.

● Support the development of opportunity frameworks and readiness assessment.s

● Partner with UX Designers to illustrate opportunities through visual concepts.

Visualize Findings

● Create visual artifacts, service blueprints, journey maps, process flows, and insight summaries.

● Develop clear documentation that supports insight decks and opportunity portfolios.

● Contribute to workshop materials and stakeholder presentations.

● Ensure all visual outputs are clear, accurate, and compelling.

Collaborate Across Disciplines

● Work closely with Business Analysts to validate findings with operational data.

● Partner with UX Designers to translate service-level insights into experience opportunities.

● Support workshops and synthesis sessions with prepared materials and facilitation.

What You Bring

Essential:

● 5–8 years in Service Design, CX Strategy, UX Research, or Business Consulting

● Strong skills in qualitative research, synthesis, and systems mapping

● Proven ability to document complex workflows and create service blueprints

● Proficiency in visual communication and structured documentation

● Comfortable navigating ambiguity and working independently within a guided scope

● Strong collaboration skills across design, business, and technology teams

● A portfolio or case studies that show how your strategic thinking delivered tangible business value.

You’ll Stand Out If You Have:

● Experience conducting discovery in enterprise or transformation settings

● Background in business process analysis or operational consulting

● Experience working in cross-functional or consulting team environments