Senior Service Designer

This position is located in New York, NY.

About the role

Our client is seeking an experienced Senior Service Designer to join their team in a hybrid work environment.

Responsibilities

• Create and maintain end-to-end journey maps across customer, advisor, and internal experiences
• Develop service blueprints that connect front-stage customer experiences with back-stage processes, systems, tools, and teams
• Facilitate discovery sessions and workshops with cross-functional stakeholders
• Gather, organize, and synthesize qualitative research, stakeholder feedback, and business context into actionable journey frameworks
• Identify pain points, friction, opportunities, and moments that matter throughout the customer experience
• Create journey artifacts that serve as a living single source of truth for teams and stakeholders
• Build scalable templates, methods, workflows, and production processes for journey mapping and service design
• Develop and maintain a reusable library of journey map and service blueprint templates
• Explore AI-ready, code-based, and component-driven approaches to improve the speed, consistency, and scalability of service design production
• Partner with Experience Strategy, Design, Product, Technology, Operations, and business stakeholders
• Educate stakeholders and teams on the value, purpose, and application of service design and journey mapping methodologies
• Establish processes that can ultimately be governed and maintained by the Experience Strategy & Standards organization

Requirements

• Strong professional experience in Service Design, Experience Strategy, Journey Mapping, or a closely related discipline
• Demonstrated experience creating end-to-end journey maps and service blueprints
• Strong systems thinking with the ability to connect customer experiences to operational, organizational, and technical ecosystems
• Experience facilitating workshops, discovery sessions, and stakeholder working sessions
• Strong stakeholder management and communication skills
• Demonstrated ability to create repeatable processes and scalable frameworks, rather than one-off deliverables
• Strong experience synthesizing qualitative research and stakeholder insights
• Advanced proficiency with Figma, FigJam, or similar design collaboration tools
• Comfortable creating scalable and shareable design artifacts using component-driven or code-based approaches where appropriate
• Experience working with AI tools such as Claude or ChatGPT, including familiarity with creating custom skills or workflows using agentic AI tools
• Ability to work independently as a senior individual contributor in a complex enterprise environment

Preferred Qualifications

• Experience within financial services, insurance, banking, fintech, or another regulated industry
• Experience working with large, complex enterprise organizations
• Experience developing or governing design systems, templates, libraries, or design operations processes
• Experience using AI to improve design research, synthesis, documentation, or production workflows
• Experience working across customer, advisor, employee, and operational journeys

Skills

• Service Design & Systems Thinking – Strong expertise in journey mapping, service blueprinting, and connecting customer experiences to operational and technical ecosystems
• Strategic Thinking & Problem Solving – Able to synthesize research and stakeholder input into actionable insights, opportunities, and experience improvements
• Facilitation & Stakeholder Management – Confident leading workshops, aligning cross-functional teams, and communicating the value of service design
• Process & Scalability – Builds repeatable templates, workflows, standards, and processes that enable service design at scale
• Collaboration & Influence – Works effectively across design, technology, operations, and business teams while driving alignment and adoption
• Innovation & Adaptability – Comfortable leveraging Figma, AI tools, and emerging production methods to improve speed, consistency, and quality

Pay

The approximate pay range for this position is between $35.00 and $42.00 per hour. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location.

Benefits

• Medical, Dental, & Vision Insurance Plans
• Employee Stock Ownership Plan
• 401K offered