Service Designer

As a Digital Service Designer / Customer Journey Specialist at Action, you ensure that initiatives start from validated customer problems rather than assumed solutions. You operate at the Journey Level, navigating across various Marketing Value Streams, specialized cross-functional domains where Business Product Owners (BPOs) and delivery teams work on improving the customer experience.

You bring clarity to these Value Streams by mapping complexity and dependencies. Unlike a UI designer, your focus is not on high-fidelity visual design but on defining the opportunity space. You translate research into high-level blueprints and problem statements, ensuring delivery teams have the context they need to build the right things.

This is your daily action

Problem Discovery & Validation

• Conduct qualitative research to deeply understand customer and business friction points.

• Validate assumptions before they reach the backlog to prevent wasted development effort.

• Pragmatically select research methods, from rapid validation to deep-dive discovery.

• Manage relationships with external research partners and internal stakeholders to unify insights.

Service Blueprinting & Ecosystem Mapping

• Visualize (mapping, not UI design) the “As-Is” journeys, including all touchpoints, underlying systems, and organizational handovers.

• Identify pains, gains, and bottlenecks across the end-to-end experience.

• Map technical, organizational, and customer dependencies to make complexity transparent.

• Clarify for initiatives which departments are involved and who is responsible for each part of the journey.

Briefing & Translation (The PIB Process)

• Translate research insights and blueprints into sharp Product Initiative Briefs (PIBs) in collaboration with BPOs.

• Define the problem space, constraints, and success metrics instead of prescribing a final visual solution.

• Ensure delivery teams understand the “Big Picture” and how their specific tasks impact the broader journey.

Signaling & Technical Advisory

• Advise BPOs on prioritization by balancing customer impact against high-level technical feasibility and complexity.

• Identify “Quick Wins” versus long-term strategic trajectories.

• Ensure all proposed journey improvements align with Action’s accessibility and inclusive design principles.