Senior Service Design Lead

This job posting is anticipated to remain open for 30 days from 13-Aug-2026 and may close early due to the volume of applicants.

About the Firm

Edward Jones is a Fortune 500 company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we are a privately-owned firm focused on improving the lives of our clients and colleagues while bettering our communities and society. Our purpose is to partner for positive impact, fostering an innovative, flexible, and inclusive environment where associates are seen, heard, respected, and supported.

About the Team

The Branch Design & Innovation team within the firm's Enterprise design function designs coherent, delightful, human-centered branch experiences. This team empowers Financial Advisors and Branch Teams to serve clients with confidence, efficiency, and trust by combining expertise in design and UX strategy, research, prototyping, and UX production design to turn insights and strategy into impactful, executable solutions.

Responsibilities

• Partner with business, technology, risk, data, and platform subject matter experts to document current and future-state processes and service journeys.
• Facilitate information-gathering sessions and workshops with subject matter experts using tools like Mural and in-person whiteboarding.
• Research and document business rules, applications, data use, and risks shaping the branch experience.
• Plan and execute system mapping, customer journeys, service blueprints, scenarios, and service specifications.
• Analyze research to identify meaningful insights and behavioral patterns uncovering internal and external user needs.
• Validate and communicate current-state process maps and service blueprints with subject matter experts and key partners.
• Document process maps and service blueprints in standard formats for consistency and reusability.
• Create presentations and design strategy documentation to turn insights into executable solutions.
• Collaborate with product owners and leaders to define product and service vision, drive decisions, track issues, and estimate resourcing and schedules.

Requirements

• 5+ years of experience designing and delivering complex service design solutions across multiple customer and business touchpoints.
• Bachelor's degree in Service Design, Business Design, Human-Centered Design, or a related field; experience in visual or experience design is a plus.
• Deep expertise in service design, strategic design, and user-centered design methodologies.
• Proven ability to conduct, analyze, and synthesize qualitative and quantitative research into actionable insights.
• Strong proficiency in creating and communicating journey maps, service blueprints, service concepts, prototypes, and design specifications.
• Hands-on experience in service design, UX design, interaction design, and service prototyping, supported by a strong portfolio.
• Skilled facilitator with experience leading workshops, design sprints, training sessions, and cross-functional collaboration.
• Excellent communication, storytelling, and presentation skills to influence stakeholders and articulate design strategies.
• Collaborative, adaptable, and growth-oriented professional with knowledge of Agile methodologies and technology's impact on design.

Schedule

Candidates within a commutable distance from Tempe, AZ or St. Louis, MO home offices are expected to work in the office:

• Four days per week effective June 1, 2026.
• Three days per week (preferably Tuesday through Thursday) before June 1, 2026.

Benefits

• Medical, prescription drug, dental, and vision coverage.
• Voluntary benefits (accident, hospital indemnity, critical illness).
• Short- and long-term disability, basic life, and basic AD&D coverage provided at no cost.
• 401k retirement plan and tax-advantaged accounts (health savings account, flexible spending account).
• Ten paid holidays, 15 days of vacation for new associates beginning January 1, sick time, personal days, and a paid day for volunteerism.
• Eligibility for bonuses and profit sharing.
• Employee Assistance Program available to all associates.