Service Design and Delivery Lead

About the role

At RTX, the world’s largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market-leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

The Enterprise Service Designer orchestrates cross-functional teams to design scalable, end-to-end enterprise services that deliver exceptional customer experiences and business value. By applying systems thinking and service design principles, this role facilitates the development of customer journeys, wing-to-wing value streams, service blueprints, workflows, and service roadmaps, aligning business, process, technology, and customer experience stakeholders to create standardized, digitally enabled service solutions.

Responsibilities

• Orchestrate cross-functional teams to design end-to-end enterprise services.
• Facilitate the creation of wing-to-wing value streams and future-state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Skills

• Orchestration & Facilitation: Cross-functional leadership, executive facilitation, stakeholder alignment, decision facilitation, influence without authority
• Systems Thinking: Enterprise thinking, end-to-end value stream design, cross-functional dependency management, operating model design, service ecosystem thinking
• Service Architecture & Design: End-to-end service design, operational experience design, service performance measurement, service ecosystem design, organizational capability mapping, service maturity assessment, human-centered design
• Transformation: Service blueprinting, process & workflow design, digital transformation, AI opportunity identification, service roadmaps

Qualifications

• Bachelor’s degree in business, Engineering, IT, Design, or related field
• 12+ years in enterprise service design, digital transformation, customer experience, or process design
• Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models
• Experience with ServiceNow, ITIL, Agile, or enterprise service management preferred
• Proven ability to orchestrate cross-functional teams and influence senior stakeholders
• Experience driving standardization, digitization, automation, and AI-enabled services with experience in road mapping, facilitation, stakeholder alignment, and executive communication

U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems.

This position is remote. Employees in Remote roles will work primarily offsite (from home). Candidates may be asked to attend select interview steps in-person at one of our office locations.

The salary range for this role is $157,200 – $298,800 USD. RTX considers several factors when extending an offer, including role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Benefits

• Medical, dental, vision, and life insurance
• Short-term and long-term disability
• 401(k) match and flexible spending accounts
• Flexible work schedules and employee assistance program
• Employee Scholar Program and parental leave
• Paid time off and holidays

Specific benefits are dependent upon the business unit and whether the position is covered by a collective-bargaining agreement.

Pay

The salary range is $157,200 – $298,800 USD. Actual offers will vary based on individual qualifications and business needs.

Schedule

This is a full-time remote position; work hours and schedule will be determined by the employee and manager.