Senior Service Designer

Job Description

At Rockwell Automation, we design end-to-end experiences that support industries around the world. As a Senior Service Designer within our Enterprise Customer Experience (ECX) organization, you’ll work on complex, enterprise-wide initiatives that shape how customers, partners, and employees interact across our ecosystem.

You will be part of the ECX team within the broader Business Transformation organization, where design plays an active role in defining how experiences, processes, and systems come together. You will be involved early, collaborate closely across functions, and help ensure we are solving the right problems – not just delivering outputs.

You’ll work as part of a collaborative, global team based primarily in the US, with strong partnerships across regions. Our team brings diverse cultural and professional perspectives, which directly influences how we design solutions that must work across markets, industries, and user types worldwide.

You will report to the CX Design Leader and sit in a hybrid capacity from either our Milwaukee, Wisconsin office or another Rockwell Automation office location.

Your Responsibilities:

As a Service Designer, you’ll contribute across the full lifecycle of experience design – connecting customer needs with business goals and operational realities.

Discover & Define

• Conduct research to understand customer, partner, and employee needs, behaviors, and pain points
• Synthesize insights into clear problem statements and opportunity areas

Design End-to-End Experiences

• Create and evolve journey maps, service blueprints, and experience frameworks
• Design across digital, human, and operational touchpoints

Drive Collaboration & Alignment

• Facilitate co-creation workshops with partners
• Collaborate with product, IT, operations, and subject matter experts

Deliver & Scale Impact

• Prototype and test service concepts to validate and refine ideas
• Define and track CX metrics (e.g., Net Promoter Score, Customer Satisfaction, Customer Effort)

Enable a Customer-Centered Culture

• Share insights, tools, and best practices across teams
• Contribute to the evolution of service design methods and CX standards within the organization

The Essentials – You Will Have:

• Bachelor’s degree.
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visa, now or in the future, for this job opening.

The Preferred – You Might Also Have:

• Bachelor’s degree in Service Design, UX, Human-Centered Design, Business, or a related field.
• 5+ years of experience in service design, customer experience, or a related discipline
• 5+ years of experience in industrial, manufacturing, or enterprise environments
• Proficiency in journey mapping, service blueprinting, and workshop facilitation.
• Strong ability to structure problems, synthesize insights, and communicate clearly.
• Experience using research and data to inform decisions
• Familiarity with design thinking and customer research methodologies.
• Experience working with enterprise platforms (e.g., CRM, ERP, commerce systems) and understanding their impact on end-to-end experiences.