Service Designer

User Research & Analysis

• Plan and conduct qualitative interviews and fieldwork across both frontstage and backstage actors
• Analyze service call transcripts, ITSM ticket data, and digital communication channels to identify themes, pain points, and patterns
• Synthesize findings across data sources into clear, prioritized insights and actionable recommendations

Experience Improvement

• Work with customer teams to understand how ITSM processes, service handoffs, and system constraints create friction
• Help them prioritize what to fix and why
• Translate research findings into specific, prioritized service improvement recommendations tied to client business outcomes

Experience Design

• Build service blueprints that map employee-facing experiences to the underlying systems and processes that shape them
• Develop and maintain customer personas and journey maps across IT service touchpoints
• Produce polished visual deliverables (personas, journey maps, presentation materials)

Stakeholder Engagement

• Build trusted relationships with client business teams that the experience function serves
• Maintain a regular onsite presence
• Bring tact and good judgment to sensitive organizational contexts
• Communicate research findings clearly to both technical and non-technical audiences

Research Operations

• Leverage AI tools to accelerate and improve planning, recruitment, analysis, synthesis, reporting, and documentation
• Support the maintenance and maturation of the experience function’s operational assets

Pay

Salary Range: $120,000 - $140,000 year

Benefits

TCS Employee Benefits Summary
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications

BACHELOR OF COMPUTER SCIENCE