Service Designer

Job Title: Service Designer

Status: Exempt

Reports to: VP - Member Digital Services Manager

Department: Enterprise Member Experience

Job Code: 11702

Pay Range: $93,700.00 - $110,000.00 Annually

Who We Are

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

Who You Are

You are a curious, member-focused problem solver who is passionate about improving experiences for both members and employees. You thrive at the intersection of human-centered design, business strategy, and operational excellence, using research, data, and empathy to uncover opportunities and reduce friction.

You are comfortable navigating ambiguity, asking thoughtful questions, and collaborating across teams to solve complex challenges. You can balance strategic thinking with execution and are skilled at bringing stakeholders together to turn insights into meaningful outcomes.

You Will Be Successful In This Role If You

• Put members and employees at the center of every decision.
• Are naturally curious and driven to understand root causes.
• Thrive in collaborative, cross-functional environments.
• Use data, research, and insights to inform recommendations.
• Can influence without authority and build strong partnerships.
• Embrace change, continuous learning, and innovation.
• Focus on measurable outcomes and delivering meaningful impact.

What You'll Do

• Support the planning and execution of qualitative and quantitative research (e.g., interviews, surveys, journey mapping, service blueprints, personas)
• As needed, leverage the Voice of the Member analysis to form solutions to member pain points.
• Contribute to the development of actionable insights that inform experience improvements
• Leverage available data sources to support research findings and recommendations
• Partner with cross-functional teams (Digital, Operations, Marketing, IT, Product, CX) to understand business processes and member interactions
• Contribute to discussions that align experience improvements across channels and touchpoints
• Support coordination of service design activities across multiple teams
• Assist in planning and facilitating design thinking sessions and journey mapping workshops
• Support documentation of workshop outputs, themes, and recommended actions
• Contribute to prioritization efforts by organizing insights and opportunity areas
• Contribute to the development of experience design concepts and recommendations
• Support concept validation activities, including gathering feedback and documenting learnings
• Track and maintain documentation related to service design initiatives
• Prepare clear, concise summaries of research findings, journey maps, and insights
• Communicate findings to team members and stakeholders in a structured and accessible manner
• Maintain organized documentation and contribute to centralized research repositories

Qualificiations And Preferences

• Bachelor’s Degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction or similar required
• 1+ years of experience in service design, user research, customer experience, or a related field (including internships or academic project work) required
• Exposure to service design, design thinking, or human-centered design methodologies
• Experience working in team-based or cross-functional environment
• Demonstrated ability to contribute to experience design projects
• Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps to communicate ideas and designs
• Financial Services experience a plus.

Why Join Us

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3150

Disclaimer/Intent And Function Of Job Descriptions

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.