Service Designer (journey mapping)

Job Title: Service Designer, Experience Design, Strategy & Standards

Location: Home OfficeNew York, NY

Hybrid: NYC 1-2 days in office

Fulltime: 37.5 hours

About the role

Client’s Experience Design organization is scaling its journey mapping and service design capability across the enterprise.

• We’re looking for an experienced Service Designer to operate as a hands-on practitioner, producing high-quality journey artifacts and establishing the repeatable process for producing them at scale.
• Reporting to the Design Strategy Director (within the Experience Strategy & Standards team), this is a senior individual-contributor role for someone who already has deep service design experience and wants to apply it in a fast-moving, high-impact environment.
• You’ll spend most of your time in the craft: mapping experiences, translating research into journey content, and producing artifacts that hold up as a single source of truth. Alongside that, you’ll build the templates, methods, and workflow that let client produce journeys consistently and at volume.

What you’ll do

Core service design practice

• Facilitate discovery sessions to identify the roles, systems, tools, and processes behind each journey
• Organize and synthesize qualitative research, stakeholder input, and business context into meaningful, focused frameworks
• Map end-to-end experiences across customer, advisor, and internal journeys, surfacing friction points, opportunity areas, and moments that matter
• Produce service blueprints that capture front-stage and back-stage layers
• Maintain journey artifacts as a living single source of truth
• Production and process building
• Build a repeatable, AI-ready production process (templates, methods, and workflow) that lets client produce journey artifacts consistently and at volume, designed for the Experience Strategy & Standards team to own and govern after handoff
• Create scalable, shareable journey artifacts, using code-based or component-driven production approaches where they improve speed, consistency, and reusability
• Establish and maintain a library of blueprint and journey map templates to support various levels of detail and scope

What you bring

• Demonstrated depth in service design, experience strategy, and/or journey mapping
• Ability to manage stakeholders, facilitate workshops, and educate others regarding the value and purpose of service design methods
• Proven ability to establish repeatable processes, not just deliver one-off artifacts
• Strong systems thinking, with the ability to connect experience to operational and technical ecosystems
• Production fluency: comfort producing scalable, shareable artifacts, including with code-based or component-driven methods
• Fluent in FigJam, Figma, Claude Design, or similar, and willing to work beyond them
• Familiarity creating custom skills with agentic AI tools such as Claude and ChatGPT
• Comfort in complex, regulated environments; financial services experience a plus