Service Designer

As a Service Design Vice President in Account Management & Servicing, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. Apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job Responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms.
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and champion innovation in products and features of moderate complexity.
• Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless, personalized, and accessible experiences.
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding.
• Demonstrated expertise in creating direct and indirect experiences for diverse users.
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives.
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.

Preferred Qualifications, Capabilities, and Skills

• Demonstrated expertise in systems thinking and the ability to visually represent complex omnichannel ecosystems with attention to detail.
• Ability to simplify and translate journey maps and service blueprints into actionable opportunities and executive storytelling.
• Experience with cross-functional stakeholder management, navigating ambiguity, and driving alignment.
• Experience working in complex business domains and/or large-scale enterprise environments.
• Understanding of how design connects with broader business value.