Senior Service Designer

We are seeking a Senior Service Designer who is passionate about transforming complex systems into human-centered solutions. You will play a pivotal role in shaping service experiences by extracting insights from data and research, mapping ecosystems, and collaborating across disciplines to design seamless, strategic customer journeys. Your work will directly contribute to elevating service experiences aligned with business goals and user needs.

Key Responsibilities:

• Lead qualitative and quantitative research to extract service data and behavioral patterns that inform actionable insights, design principles, and opportunities.
• Facilitate service design workshops with stakeholders using advanced facilitation tools and frameworks.
• Scope and define service design engagements independently, including methodology, tasks, deliverables, and resources within a multi-disciplinary team.
• Develop high-fidelity service design artifacts such as service blueprints, journey maps, stakeholder maps, and ecosystem maps.
• Apply a strong understanding of business and financial services to design initiatives using human-centered design frameworks, prototyping, and concepting.
• Use systems thinking and strategic insight to connect processes, activities, and decisions across business areas.
• Collaborate closely with UX designers, researchers, and visual designers to ensure cohesive and high-quality user experiences.
• Communicate effectively with senior leaders through compelling visual presentations to showcase opportunities, business alignment, and future-state strategies.
• Translate complex service ecosystems into clearly articulated strategic roadmaps that enhance customer experiences and business value.

Required Skills & Experience:

• 6+ years of progressive experience in service design or related fields (UX, CX, business design).
• Expertise in service design methodologies including service blueprinting, journey mapping, and systems thinking.
• Proficiency in facilitating workshops, managing stakeholders, and navigating cross-functional environments.
• Strong visual storytelling and communication skills to convey ideas, insights, and solutions effectively.
• Experience working within or designing for financial services or other complex, regulated environments is a plus.
• Familiarity with Adobe Creative Suite and/or other design tools (e.g., Figma, Miro, Sketch).
• Demonstrated ability to work independently and strategically within fast-paced environments.

Education:

• Bachelor s degree in design, Human-Computer Interaction (HCI), Engineering, or a related discipline; equivalent practical experience will also be considered.