Service Designer

We’re looking for a Staff Service Designer who knows that great services don’t just happen, they’re deliberately designed end-to-end, bridging teams, tools, and organizational structures. If you’re ready to connect customer needs to backstage processes and help scale service design at Manychat, we’d love to meet you!

WHAT YOU’LL DO 🚀

• Align cross-functional teams on strategy, opportunity, customer value, and trade-offs through workshops and planning rituals.
• Help teams move from insight to execution. Help structure roadmaps, backlogs, and delivery rituals so that strategic priorities land in the product. Ensure strategy and insights don’t get lost between CX, roadmaps, and releases.
• Create service blueprints, operating models, and decision-making artifacts used by leaders and CX teams.
• Identify blind spots in the journey and scope follow-up studies with research partners to close insight gaps.
• Bring in market signals, user trends, and emerging behaviors that shape strategy and opportunity framing.
• Use customer journey maps to highlight friction, synthesize insights, and surface priorities across teams.
• Maintain the journey as a living document that supports prioritization and backlog development
• Mentor designers, researchers, and partners to grow organizational capability in systems thinking and strategic planning

WHAT SUCCESS LOOKS LIKE 🎯

• Macro and micro journey maps become a trusted source of truth that are updated regularly, widely used, and serve as a foundation for product and team strategy.
• Roadmaps reflect real user needs, business priorities, and technical realities — everyone understands the what and the why.
• Workshops become high-leverage moments that unlock alignment and lead to concrete action.
• Research gaps are identified early and closed quickly, without sacrificing momentum or customer understanding.
• The service design craft and the people around it level up because of your leadership. You strengthen the whole organization through both what you deliver and how you bring others along.
• You become a trusted partner and advisor across design, research, product, engineering, operations, and executive teams, influencing both our workflow processes and delivery methods.

TO SHINE IN THIS ROLE 💥

You’ll need:

• 10+ years working on complex services, platforms, or products, balancing strategic thinking with hands-on delivery.
• Experience turning journey maps into actionable roadmaps and prioritized opportunity backlogs.
• Expert facilitation and stakeholder skills. You align diverse voices around shared goals and drive momentum.
• Hands-on experience with software delivery, agile practices, and team topologies.
• Strong research capabilities, including mixed-methods approaches and follow-up study design.
• A track record of driving cultural shifts toward innovation and discovery.
• Fluency in Figma, Miro, TheyDo, or similar tools for managing journey maps and design workflows.

It would be great if you have:

• A strong visual eye and the ability to turn abstract ideas into simple, compelling visuals.