Lead Service Designer (Ecommerce)

TL;DR

Lead Service Designer (Ecommerce): Shaping end-to-end services across product, operations, and customer-facing teams with an accent on connecting product experiences with operational processes. Focus on simplifying complex customer journeys, reducing operational friction, and embedding service design thinking across the organization.

Location: Hybrid or Remote possibilities within hirify.global regions

Company

hirify.global is a leading open partner ecosystem helping customers grow their businesses online.

What you will do

• Drive end-to-end service design for onboarding, activation, and support journeys, connecting product and operational processes.
• Define and produce service design artefacts such as journey maps, service blueprints, and ecosystem maps.
• Lead and facilitate strategic discovery workshops to align cross-functional teams around shared outcomes.
• Partner with Customer Success and Commercial teams to ensure real-world service delivery informs design decisions.
• Set service design standards and coach other designers to raise the maturity of the design practice.
• Identify opportunities to reduce operational friction, unnecessary handoffs, and low-value work.

Requirements

• Significant experience as a Senior or Lead Service Designer working with complex, multi-touchpoint services.
• Expertise in core service design methods: journey mapping, service blueprinting, and systems thinking.
• Proven ability to influence and partner with senior stakeholders across Product, Engineering, and Operations.
• Strong facilitation skills for leading co-creation sessions and moving teams from ambiguity to decisions.
• Proficiency with collaboration tools such as Figma, FigJam, and Miro.
• Experience working in agile, cross-functional environments.

Culture & Benefits

• Flexible four-day Flexi-Week at full pay without reduction to annual holiday allowance.
• Hybrid and remote work flexibility across hirify.global regions.
• Monthly remote working allowance to cover running costs and workspace setup support.
• Professional development through the hirify.global Academy training suite.
• Peer-to-peer reward program using vouchers.
• Inclusive culture that champions diversity and authenticity.