Key Responsibilities: * Conduct user research (in a group setting) to understand user needs, process steps, behaviors, and pain points. * Translate insights into clear recommendations and design direction. * Design and optimize end-to-end service experiences, ensuring seamless interactions across all touchpoints. * Collaborate with interdisciplinary teams to ensure design feasibility and alignment with business goals. * Create journey maps/process flows, wireframes, prototypes, and high-fidelity