Senior Service Designer

We are looking for a Service Designer to join our team and help shape seamless, end-to-end experiences that connect customer needs with business outcomes. As a Service Designer, you will uncover pain points, map journeys, and design services that cut across channels, departments, and touchpoints. You will work closely with product managers, UX designers, business stakeholders, and engineers to ensure solutions are both desirable for customers, feasible for delivery, and viable for the business. Key Responsibilities

1. Research & Insights

• Conduct user and stakeholder research to understand needs, motivations, and behaviors.
• Synthesize data into insights that uncover pain points and systemic challenges.
• 2. Service Blueprinting & Journey Mapping
• Map current-state and future-state customer journeys, identifying gaps, friction points, and opportunities.
• Create service blueprints that connect frontstage experiences with backstage processes, systems, and people.
• 3. Design & Ideation
• Facilitate co-creation workshops with cross-functional teams to ideate solutions.
• Frame How Might We questions and generate opportunity areas.
• Translate ideas into service concepts, prototypes, and design artifacts that illustrate value.
• 4. Collaboration & Alignment
• Partner with business units, operations, and technology teams to ensure alignment across touchpoints.
• Act as a bridge between user experience, business strategy, and delivery teams.
• 5. Validation & Iteration
• Work with Researcher to test service concepts and prototypes with users and stakeholders.
• Refine and iterate based on feedback, ensuring solutions are practical, impactful, and scalable.
• 6. Strategic Contribution
• Advocate for design thinking and human-centered design within the organization.
• Support the development of design frameworks, methods, and toolkits for the team.

Required Skills & Experience

• Proven experience in service design, UX design, CX design, or related fields.
• Strong skills in customer journey mapping, service blueprinting, and systems thinking.
• Experience conducting qualitative and quantitative research, including interviews, workshops, and data analysis.
• Ability to facilitate workshops and co-create with stakeholders at different levels of the organization.
• Strong communication, storytelling, and visualization skills.
• Familiarity with agile and lean delivery environments.

Nice-to-Have

• Experience in banking, fintech, or enterprise environments.
• Knowledge of design systems, business process mapping, or operations design.
• Background in strategy, business analysis, or change management.

Mindset We Value

• Human-centered: Always starts with people’s needs.
• System thinker: Sees the bigger picture and how parts connect.
• Collaborative: Works across silos to create shared understanding.
• Experimental: Comfortable with ambiguity and iteration.
• Impact-driven: Designs with measurable business and customer outcomes in mind