Job Description

Job Role: Service Designer

Location: California (remote)

JD: Service Designer to help our clients design and deliver seamless customer experiences across digital and physical touchpoints. Partner with stakeholders, product teams, and customers to reimagine end-to-end services that balance business needs with user expectations.
Through research, mapping, and prototyping, identify pain points, define opportunities and co-create solutions that make services more intuitive, efficient, and impactful. Your work will connect strategy and execution-ensuring every stage of the customer journey is consistent, accessible and aligned with brand values

• Service & Experience Design
  • Map current-state customer journeys, service blueprints, and ecosystem diagrams to visualize opportunities.
  • Design future-state services that integrate digital, physical, and human touchpoints.
  • Prototype and test service concepts with customers and stakeholders to validate improvements.
• Consultative Collaboration
  • Partner with client teams to understand business models, service processes, and customer pain points.
  • Facilitate workshops and co-creation sessions with stakeholders to align on goals and solutions.
  • Act as a strategic advisor to clients, helping them embed service design principles into their organizations.
• Research & Insights
  • Conduct qualitative and quantitative research to uncover customer needs and behaviors.
  • Translate insights into actionable service design opportunities.
  • Share findings with cross-functional teams in clear, compelling ways.
• Quality & Implementation
  • Work with designers, product teams, and engineers to ensure service designs are feasible and scalable.
  • Align solutions with accessibility standards, usability principles, and brand guidelines.
  • Support rollout and adoption by creating service playbooks, toolkits, and documentation.

1. Qualifications

• 4 6 years of experience in service design, customer experience design, or related fields.
• Strong expertise in journey mapping, service blueprinting, and design research.
• Proficiency with tools such as Miro, Figma, Lucidchart, or equivalent for mapping and prototyping.
• Strong facilitation skills for workshops, co-creation, and client collaboration.
• Excellent communication and storytelling skills to convey complex ideas clearly.
• Experience working in a consultative role with clients or cross-functional stakeholders.

1. Preferred Qualifications

• Background in human-centered design, design thinking, or systems design.
• Familiarity with business process design, service operations, or organizational design.
• Experience working in industries with complex customer journeys (finance, healthcare, retail, etc.).
• Knowledge of design impact measurement and service quality metrics.
• Ability to balance customer needs with business goals in service delivery.

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