Senior Service Designer

RESPONSIBILITIES:
Kforce has a client in San Diego, CA that is seeking a Senior Service Designer.

Summary:
As a Senior Service Designer, you will own your tracks of this work end-to-end. That means deep subject matter expertise applied to real, gnarly problems: mapping how experts currently work across specific cohorts, translating compliance and operational requirements into service blueprints, and contributing high-quality design artifacts that make the migration path legible and buildable. You'll work independently on the work in your scope and collaborate as a genuine partner on the larger program - not a generalist who glances at every problem, but a designer who goes deep and delivers.

Duties:
* Own service design for assigned Credit Karma expert cohorts and application tracks - producing high-quality service blueprints, current- and future-state journey maps, expert workflow diagrams, and use-case inventories that directly feed PRD requirements
* Map end-to-end expert and member experiences across pre- and post-product touchpoints, including the operational backstage that experts depend on - tools, escalation paths, identity verification, and compliance checkpoints
* Apply a platform mindset to your work: understand how the experiences you design connect to adjacent tracks and products, identify overlaps and dependencies, and design with reuse in mind
* Designs for AI edge cases and failure modes, including in compliance-sensitive contexts where a low-confidence output has real consequences for a member
* Proactively pivot when new information changes the picture - new compliance requirements, updated tool inventories, or expert feedback that reframes the problem
* Advocates for solutions with significant business impact; able to set success metrics for your craft and connect design decisions to measurable outcomes

REQUIREMENTS:
* Bachelor's degree or equivalent professional experience; Graduate degree in Design, Service Design, Human-Computer Interaction, or a related field preferred
* 4-7 years of professional service design experience, with demonstrated ability to deliver high-quality service design artifacts - blueprints, journeys, use-case maps - in complex, real-world (not just conceptual) environments
* Comprehensive knowledge of service design principles and methods - service blueprinting, journey mapping, ecosystem mapping, process flows - applied at an advanced level in complex, multi-stakeholder environments
* End-to-end thinking that spans pre- and post-product experiences: you understand how a feature connects to the broader experience, and you can pivot based on voice-of-customer without losing the thread
* Customer and market insight fluency: synthesizes research from multiple teams, grounds all design work in specific customer problems, knows how to write a non-leading interview script, and can interpret metrics to make data-informed design decisions
* Advanced proficiency in Figma, FigJam, Miro, or equivalent tools
* Knowledge of AI capabilities to identify opportunities to improve expert or member experiences within your work scope - personalization, recommendation, automated decision support
* Understands where service design has the most impact for customers and the business, and can apply design and systems thinking to team goals with manager support on prioritization tradeoffs

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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