Service Designer, Experience Design, Strategy & Standards

About the role

Join a fast-moving Experience Design team focused on scaling service design and journey mapping across the enterprise. This role is ideal for a hands-on Service Designer who enjoys creating high-quality journey artifacts, improving how work gets done, and partnering with stakeholders in a complex, regulated environment.

Responsibilities

• Facilitate discovery sessions to uncover the people, systems, tools, and processes involved in end-to-end journeys
• Organize research findings, stakeholder input, and business context into clear service design frameworks
• Create journey maps and service blueprints that capture customer, advisor, and internal experiences
• Identify friction points, opportunity areas, and key moments that matter across experiences
• Maintain journey artifacts as a reliable source of truth that can be updated over time
• Develop repeatable templates, methods, and workflows to support journey production at scale
• Build scalable, shareable artifacts using component-driven or code-based approaches when helpful
• Create and maintain a library of blueprint and journey map templates for different levels of detail and scope
• Help establish an AI-ready production process that can be owned and governed by the design strategy team after handoff

Skills

• Strong background in service design, experience strategy, and/or journey mapping
• Proven ability to lead workshops, facilitate discussions, and educate stakeholders on design methods
• Experience creating repeatable processes, not just one-time deliverables
• Systems thinking and the ability to connect customer experience to operational and technical ecosystems
• Comfort creating production-ready artifacts that are clear, structured, and easy to share
• Hands-on experience with tools such as FigJam, Figma, Claude Design, or similar platforms
• Familiarity with building custom skills using agentic AI tools such as Claude and ChatGPT
• Ability to work effectively in a complex, regulated environment
• Strong communication, collaboration, and stakeholder management skills

Preferred Skills

• Experience in financial services or another highly regulated industry
• Exposure to code-based or component-driven production methods for design artifacts
• Experience creating scalable design systems, templates, or reusable workflows
• Ability to balance craft quality with speed, consistency, and operational efficiency