Senior Service Designer

At GitLab, Service Design is a discipline within User Experience Research (UXR). Service Designers collaborate with Product teams and stakeholders in the business to design and optimize end-to-end experiences across products, ensuring users can successfully achieve their goals throughout their lifecycle with GitLab.

What you’ll do:

• Design and enhance end-to-end user experiences by identifying pain points, optimizing journeys, and ensuring consistency across touchpoints
• Develop and implement service design frameworks for end-to-end journeys and the entire user lifecycle, considering complex personas and user segments
• Collaborate with product, engineering, and business teams to align on service design solutions and drive execution
• Leverage user research, stakeholder input, and operational data to validate and refine service improvements
• Prototype, test, and iterate service concepts to enhance interactions, streamline processes, and improve service effectiveness
• Support implementation and change management by working with operational teams on roadmaps and frameworks
• Lead strategic service design initiatives, identifying opportunities for innovation and system-wide optimizations
• Establish and evolve service design methodologies, ensuring consistency and scalability across the organization
• Mentor UX team members, providing guidance on complex service design challenges and strategic thinking

What you’ll bring:

• System Thinking: Proven ability to design complex service ecosystems, identifying cross-product opportunities and holistic improvements
• User Centricity: Expertise in developing and applying persona frameworks and user lifecycle strategies to drive service design decisions
• Design Communication: Strong visualization and storytelling skills, using tools such as FigJam, Miro, or Figma to create service blueprints, wireframes, and mockups to align teams and leadership
• Strategic Design: Ability to translate business goals and user insights into scalable service strategies, influencing decision-making at all levels
• Collaborative Design and Implementation: Strong stakeholder engagement skills, experienced in leading workshops (both synchronous and asynchronous), and facilitating in depth discussion to drive cross-functional alignment
• Product & Business Acumen: Capability to balance user needs, business priorities, and operational constraints while ensuring compliance and scalability
• Change Management & Implementation: Experience in anticipating and addressing resistance to adoption in service changes
• UX Research & Design Thinking: Proficiency in user research methods, including surveys, interviews, usability testing, and data analysis, to refine and validate service solutions
• Influencing & Leadership: Advocate for service design best practices, shaping the discipline and fostering a culture of learning within the organization
• Coaching & Mentoring: Skilled in coaching and mentoring, supporting the growth of UX professionals through feedback and knowledge sharing