Senior Service Designer

This role is eligible for remote or hybrid work. We are seeking a highly experienced Senior Service Designer to reinvent our customer and associate experiences.

H&R Block is looking for someone who can help our brand and CX transformation from seasonal tax prep to a year-round financial services provider. You’ll partner with cross functional teams to design and optimize our customers’ journey and end-to-end lifecycle for our service offerings. This role reports to the Lead Service Designer.

What you’ll do

• You will be involved in the design process from planning through delivery of vision and intent, including generative and evaluative research, workshop design and facilitation, North Star vision definition, service modeling, and development of concepts, prototypes, and pilots.
• Own the scoping, planning (including partner identification, deliverables, and timeline), and delivery of service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations.
• Define customer personas and audiences to identify user motivations, behaviors, pain points. Deliver insights into the balance of existing and new user personas.
• Define customer journey & build service blueprints for our offerings, thoughtfully eliminating identified areas of risk or unhappy paths in the service model.
• Solve customer problems by synthesizing behavioral information and imagining things as they might be, not as they are.
• Lead sessions with cross functional stakeholders, including Customer Design team, to co-create service design direction and documents.
• Ideate, test and launch new service offerings with our product partners.
• Aligns with product/service/ partners to ensure clarity of roadmap, capabilities, dependencies.
• Comfortable in both broad and undefined spaces and working with varying levels of product maturity.
• Customer obsessed, design thinking driven, user centric with passion for excellence.
• Apply strategic thinking to design and deliver innovative end-to-end user experiences that optimize among user needs, business goals, and technological realities.

What You’ll Bring To The Team…

• 5+years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world.
• Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
• Deep expertise in design thinking/human-centered design, customer journey mapping, service blueprints and continuous service improvement methodologies
• Comfortable working with business, marketing, IT partners
• Solid understanding of product development life cycle models and project management principles and practices
• Experience using Miro , Figjam and other collaboration tools
• Strong co-creation and communication skills (visual and/or writing) are also preferred.
• Working remotely is possible, based in Kansas City with our design team preferred.