Job Title: UI/UX Design Consultant
Location: NYC, NY (Hybrid)
Duration: 5 Months (Extn)
Interview Type: In-Person Interview
NOTE:
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Portfolio required. Please do not use Dropbox or Google Drive links, as we cannot access them.
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Portfolio must include service blueprints or journey map artifacts
Job Description:
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
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Facilitate discovery sessions to identify the roles, systems, tools, and processes behind each journey
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Organize and synthesize qualitative research, stakeholder input, and business context into meaningful, focused frameworks
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Map end-to-end experiences across customer, advisor, and internal journeys, surfacing friction points, opportunity areas, and moments that matter
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Produce service blueprints that capture front-stage and back-stage layers
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Maintain journey artifacts as a living single source of truth
Production and process building
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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
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Create scalable, shareable journey artifacts, using code-based or component-driven production approaches where they improve speed, consistency, and reusability
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Establish and maintain a library of blueprint and journey map templates to support various levels of detail and scope
What you bring
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Demonstrated depth in service design, experience strategy, and/or journey mapping
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Ability to manage stakeholders, facilitate workshops, and educate others regarding the value and purpose of service design methods
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Proven ability to establish repeatable processes, not just deliver one-off artifacts
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Strong systems thinking, with the ability to connect experience to operational and technical ecosystems
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Production fluency: comfort producing scalable, shareable artifacts, including with code-based or component-driven methods
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Fluent in FigJam, Figma, Claude Design, or similar, and willing to work beyond them
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Familiarity creating custom skills with agentic AI tools such as Claude and ChatGPT
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Comfort in complex, regulated environments; financial services experience a plus
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