Associate Director, Senior Service Designer (GenAI Experience)

Responsibilities

• Lead the strategic design and delivery of enterprise-wide GenAI solutions, defining the vision for how agentic systems can create exceptional employee and client experiences
• Oversee the entire service design lifecycle, from leading research and opportunity identification to the creation of end-to-end service blueprints for complex, AI-powered services
• Champion and apply a strategic perspective on emerging GenAI trends and market disruptions to foster a culture of innovation and drive the development of new, high-value service offerings
• Drive the vision and strategy for conversational AI, defining the principles of agentic design to ensure interactions are natural, intuitive, and effective across all touchpoints
• Collaborate with and influence senior leadership and cross-functional partners (product, engineering, business) to align strategic priorities and ensure seamless service delivery
• Develop and motivate a team of designers, providing coaching and mentorship to build capability in GenAI design and foster independent, critical thinking

Qualifications

• Minimum eight years of recent experience in Service Design, Product Design, or UX, with a portfolio showcasing leadership in designing and shipping complex, enterprise-wide digital solutions
• Bachelor's degree from an accredited college or university is required
• Prior experience in user research, user experience (UX) design, and user interface (UI) design; strong understanding of service design principles and methodologies
• Proficiency in design tools such as Figma, Adobe XD, or Sketch and knowledge of generative AI technologies and their applications; deep expertise in GenAI design principles, with advanced knowledge of how to design and architect agentic solutions, conversational AI, and multi-modal interfaces
• Proven ability to apply a strategic perspective, using data-driven insights and user research to inform product vision and make sound design decisions that deliver business value
• Demonstrated experience leading, mentoring, and developing design teams within an agile design and development environment; exceptional communication and facilitation skills, with the ability to articulate complex topics in easily understandable language and influence stakeholders at all levels