Service Designer

Service Designer –

The Service Designer focuses on designing and improving end‑to‑end service experiences across customer‑facing and internal systems, spanning people, processes, policies, and platforms. This role goes beyond interface design to shape how services operate holistically, ensuring they are usable, scalable, and aligned to business and operational needs.

The Service Designer partners closely with UX designers, researchers, product managers, engineers, and business stakeholders to translate complex ecosystems into clear service models, drive informed investment decisions, and define a compelling service vision.

Key Responsibilities

Develop service blueprints, customer journey maps, and ecosystem diagrams to illustrate end‑to‑end experiences and complex relationships across users, teams, processes, and platforms

Plan and conduct generative and evaluative research, using a variety of qualitative and quantitative methods to uncover user needs, test hypotheses, and inform service direction

Deliver frameworks for competitive and comparative research that guide investment decisions across customer‑facing and internal capabilities

Translate research insights into clear, actionable recommendations that shape service strategy, operating models, and experience improvements

Facilitate ideation workshops, co‑creation sessions, and prototyping exercises to explore service concepts and validate solutions

Collaborate closely with UX designers (who focus on interface and interaction design), ensuring that screen‑level experiences align to the broader service ecosystem

Support initiatives with research, visual design, or strategic thinking as needed, while maintaining a service‑level perspective

Create and deliver executive‑level presentations that clearly communicate service vision, trade‑offs, and opportunities

Operate effectively in a fast‑paced, multi‑stakeholder environment, balancing human‑centered design principles with business realities

What We’re Looking For

Experience designing both customer‑facing experiences and internal/operational services, not just digital interfaces

A background that blends service design with business, consulting, or operational execution (e.g., test‑and‑learn environments, process improvement, transformation work)

A pragmatic designer who is not rigid or overly academic—able to flex approach and methods based on business needs and constraints

Comfortable navigating ambiguity, influencing across teams, and adapting quickly to changing priorities

Strong communication and storytelling skills, with the ability to present complex service concepts clearly to peers, partners, and senior stakeholders

How This Role Differs from a UX Designer

Focuses on end‑to‑end services, not just interfaces or user flows

Designs across people, process, policy, and technology, including operational and backstage experiences

Influences strategy, investment decisions, and operating models, in addition to experience design

Partners with UX Designers who own screen‑level interaction and visual design, ensuring alignment within a broader service ecosystem