Senior Service Designer/Innovation Lead

Lead end-to-end service and product initiatives, applying human-centered and service design methodologies to define, design, and deliver impactful solutions aligned with user needs, business goals, and operational constraints, including:

• Leading discovery, definition, and delivery phases for service and experience initiatives across complex client environments
• Developing service strategies, experience concepts, and product directions grounded in user research and ecosystem realities
• Driving service blueprinting, journey mapping, stakeholder mapping, and ecosystem mapping to create alignment across organizations
• Connecting customer-facing experiences with internal systems, processes, and operational structures to identify gaps and opportunities
• Designing experiments, prototypes, and pilots to validate end-to-end service concepts beyond individual touchpoints
• Facilitating workshops and problem-framing sessions to help teams navigate ambiguity and define clear priorities
• Translating complex insights into actionable narratives, recommendations, and strategic roadmaps for stakeholders and executives
• Collaborating cross-functionally with strategy, product, design, engineering, and operations teams to ensure successful execution and alignment
• Contributing to continuous improvement of service design practices, frameworks, and delivery methodologies
• Supporting business development efforts through opportunity framing and expert input on service design approaches

Requirements:
The ideal candidate brings deep expertise in service design, innovation, and systems thinking, with a strong track record of delivering complex, cross-functional initiatives, including:

• 7+ years of experience in service design, UX strategy, innovation consulting, or product/service strategy roles
• Proven portfolio demonstrating service blueprints, journey maps, ecosystem design, and end-to-end service transformation work
• Strong expertise in human-centered design, systems thinking, and experience strategy across digital and omnichannel environments
• Demonstrated ability to conduct and synthesize user and stakeholder research into actionable insights and strategic direction
• Advanced facilitation and workshop design skills, with experience aligning diverse stakeholders in ambiguous environments
• Excellent storytelling and communication skills, able to simplify complex systems for both executive and operational audiences
• Comfort working in highly ambiguous, exploratory problem spaces where framing the problem is as critical as solving it
• Collaborative mindset with strong influence skills, capable of driving alignment without formal authority
• Proficiency with design and collaboration tools such as Figma, FigJam, and Miro, and familiarity with modern digital product ecosystems

Benefits:

• Competitive salary aligned with experience and market standards
• Flexible remote work model within the United States
• Opportunity to work on high-impact transformation and innovation projects across industries
• Collaborative, design-led culture focused on human-centered innovation
• Exposure to executive-level strategic problem-solving and complex enterprise systems
• Professional growth opportunities through challenging, cross-functional client engagements
• Access to modern design and collaboration tools and methodologies
• Inclusive work environment that values experimentation, learning, and continuous improvement

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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