This position is listed on behalf of a partner company, who manages all applications and next steps.
Our partner is looking for a Senior Service Designer based in the United States.
Responsibilities
Lead complex, cross-functional service design engagements, ensuring high-quality and timely delivery aligned with client objectives, stakeholder priorities, and end-user outcomes.
Apply mixed-method research and discovery approaches to understand user needs, organizational challenges, business processes, and technology ecosystems. Translate findings into actionable insights, service improvements, and opportunities for innovation.
Map complex relationships between people, processes, technologies, and organizations to develop a holistic understanding of service challenges and identify opportunities for sustainable improvement.
Partner with product managers, engineers, data scientists, researchers, and other specialists to define problems, align priorities, develop solutions, and ensure service design initiatives contribute to measurable business and mission outcomes.
Build trusted relationships with key client stakeholders, facilitate collaborative discussions, validate assumptions, communicate research findings, and present and defend service design recommendations. Serve as the primary service design contact within assigned engagements.
Identify and address project risks, dependencies, and delivery challenges proactively. Maintain high standards of quality while ensuring service design activities remain aligned with program objectives and stakeholder expectations.
Explore and implement responsible AI tools and emerging technologies to accelerate discovery, improve decision-making, reduce manual effort, and enhance the quality and effectiveness of services.
Contribute to internal initiatives, strategic projects, and growth opportunities that extend beyond assigned programs. Share knowledge, insights, and emerging practices to strengthen the organization's service design capabilities.
Apply service design expertise to proposals and new business opportunities, translating customer challenges into compelling solutions. Help strengthen client relationships, expand existing engagements, and identify opportunities for future growth.
Help establish service design methodologies and quality standards, support colleagues in addressing challenges, and encourage inclusive, constructive, curious, and innovative ways of working.
Requirements
At least 5 years of experience in service design, UX design, user research, or a related discipline, including demonstrated leadership of complex service design engagements.
Strong command of service design methods, research and discovery techniques, systems thinking, and strategic problem-solving, with the ability to turn complex and ambiguous challenges into actionable recommendations.
A proven track record of delivering high-impact projects that generate measurable value for clients, stakeholders, and end users.
Ability to synthesize qualitative and quantitative insights, understand complex service ecosystems, identify patterns, and develop evidence-based recommendations.
Strong communication, facilitation, and stakeholder management skills, with the ability to build trust, understand client priorities, and influence senior stakeholders without relying on formal authority.
Experience working effectively with product, engineering, data, research, and other multidisciplinary teams, particularly in agile or similarly collaborative environments.
Ability to connect service design decisions to broader organizational priorities, client outcomes, business objectives, and growth opportunities.
Demonstrated ability to identify and apply responsible AI-enabled approaches that improve productivity, decision-making, service quality, or customer outcomes.
Excellent organizational skills, with the ability to manage multiple priorities, navigate ambiguity, anticipate risks, and maintain quality under changing conditions.
Ability to establish high standards, address difficult issues constructively, encourage collaboration, and contribute to a supportive and inclusive team culture.