Lead Service Designer

What Youʼll Do:

As a Lead Service Designer, you will:

Lead Discovery Workstreams

● Own discovery for assigned business units or functional domains (e.g., Operations, Customer Service, Finance).

● Plan and facilitate stakeholder sessions, interviews, and workshops to uncover how work gets done.

● Guide Senior Service Designers in documenting workflows, system dependencies, and user interactions.

● Ensure discovery methods are rigorous, insights are evidence-based, and findings are actionable. Generate & Synthesize Insights

● Analyze data, interviews, and service maps to uncover behavioral, structural, and process patterns within your domain.

● Create service blueprints and ecosystem maps that visualize pain points, enablers, and hidden dependencies.

● Synthesize insights that reveal how experience, process, and technology intersect to impact efficiency.

● Identify patterns and themes that surface opportunities for transformation. Frame & Prioritize Opportunities

● Translate insights into compelling opportunity statements (e.g., “How might we eliminate manual handoffs in approval processes?”).

● Cluster and prioritize opportunities based on impact, feasibility, and alignment with business goals.

● Develop structured opportunity frameworks and contribute to readiness assessments for your domain.

● Collaborate with the Principal Service Designer to integrate unit-level opportunities into enterprise roadmaps. Visualize & Communicate Findings

● Create visual frameworks, service blueprints, opportunity maps, journey maps, and insight summaries.

● Develop sections of insight decks and opportunity portfolios for stakeholder communication.

● Present discovery findings and opportunity frameworks to business leaders with confidence.

● Partner with UX Designers to create storyboards and conceptual mockups that illustrate opportunities.

What You Bring Essential:

● 11+ years in Service Design, CX Strategy, Experience Strategy, or Business Consulting.

● Proven ability to lead discovery workstreams and manage multiple stakeholders independently.

● Strong foundation in research facilitation, synthesis, systems mapping, and opportunity framing.

● Experience creating service blueprints and translating complexity into structured frameworks.

● Excellent facilitation, presentation, and stakeholder management skills.

● Demonstrated ability to mentor and guide mid-level practitioners.

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

You’ll Stand Out If You Have:

● Experience leading discovery or transformation initiatives within enterprise or consulting environments.

● Track record of uncovering operational inefficiencies and framing transformation opportunities.

● Familiarity with opportunity prioritization and impact assessment frameworks.

● Consulting experience in service transformation or business process analysis.

Requirements added by the job poster

• 7+ years of work experience with Strategy

• 5+ years of work experience with Framing

• 6+ years of work experience with Documentation