Lead ServiceExperience Designer

We are currently seeking a Lead Service Experience Designer to join our team in Remote, Texas (US-TX), United States.

About the role

We're looking for a Service Design Lead who thrives on turning complex business challenges into breakthrough customer experiences. You'll join our rapidly growing Service Design practice—part of Launch's strategic transformation toward human-centered AI experiences that drive measurable business impact. This role focuses on redesigning how organizations create value by connecting human needs with business strategy to unlock meaningful growth.

Responsibilities

• Own end-to-end service design engagements with Fortune 500 clients, navigating complex organizational dynamics, aligning stakeholders across business units, and championing service design as the catalyst for transformation.
• Lead service design initiatives in high-growth sectors including healthcare and government, supporting pursuit success while maintaining excellence in practice and delivery.
• Design end-to-end service ecosystems spanning digital and physical touchpoints, creating service blueprints, journey maps, and transformation roadmaps that drive measurable revenue growth and operational efficiency.
• Collaborate with Visual Design (Storytelling) and Product Design (Pathmaking) teams to orchestrate the complete design toolkit, using service insights to inform brand narratives and scalable product experiences.
• Mentor junior designers and elevate talent from UX and research backgrounds into service design roles, building the next generation of strategic thinkers.
• Identify opportunities for deeper engagement within existing client relationships and contribute to business development through portfolio development, thought leadership, and strategic relationship building.
• Craft compelling proposals and responses to sales opportunities, demonstrating our unique value proposition in transforming public and private sector organizations.

Requirements

• 7+ years leading service design projects in consulting, agency, or enterprise environments, with a track record of managing complex stakeholder relationships and delivering strategic recommendations that executives implement.
• Client services excellence, balancing service design rigor with practical business constraints, including experience presenting to C-suite executives and managing project timelines and budgets.
• Systems thinking mastery, understanding how organizational culture, technology capabilities, and market dynamics interconnect across employee experiences, customer journeys, and business process optimization.
• Collaborative leadership skills to inspire multidisciplinary teams and work effectively with strategists, researchers, product managers, and engineers.
• Business development mindset with experience identifying expansion opportunities within existing client relationships and contributing to new business development through portfolio development and thought leadership.
• Experience crafting winning responses to RFPs and sales opportunities in complex B2B environments.

Qualifications

• Bachelor’s degree in business, design, engineering, or related field; MBA/MS a plus.
• 7+ years of experience in strategy, product, or innovation consulting.
• 7+ years of experience with business acumen, including business principles, financial analysis, and market dynamics.
• 7+ years of experience with business design toolset: BMC/Lean Canvas, TAM/SAM/SOM, service blueprinting.
• 7+ years of experience with Agile, JTBD, Design Thinking, Lean Start-Up methodologies.
• 7+ years of expertise with analytical tools (Excel, SQL, or BI tools) and storytelling skills (PPT, Miro, Figma, etc.).
• 7+ years of experience with enterprise digital ecosystems and emerging technologies.

Application Requirements

• Portfolio demonstrating strategic service design leadership with measurable business impact.
• Case studies showing complex stakeholder management and cross-functional collaboration.
• Examples of service design work that spans multiple touchpoints and organizational systems.

Benefits

• Medical, dental, and vision insurance with employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short and long-term disability coverage.
• Paid time off.
• Employee assistance program.
• 401k program with company match.
• Additional voluntary or legally-required benefits.
• Incentive compensation based on individual and/or company performance.

Pay

The starting pay range for this role is $100,778 - $186,625 per year. Actual compensation will depend on the candidate’s relevant experience, technical skills, and other qualifications.