Senior Service Designer/Innovation Lead

TL;DR

Senior Service Designer/Innovation Lead (Service Design): Shaping end-to-end services connecting customer experiences with operational and technical ecosystems with an accent on service blueprinting, journey mapping, and systems thinking. Focus on turning fragmented systems into coherent, scalable experiences and aligning diverse stakeholders around shared outcomes.

Location: Must be based in the United States

What you will do

• Lead discovery, definition, and delivery phases for service and experience initiatives in complex client environments.
• Develop service strategies, experience concepts, and product directions grounded in user research.
• Create service blueprints, journey maps, and ecosystem maps to align stakeholders across organizations.
• Design and validate end-to-end service concepts through experiments, prototypes, and pilots.
• Facilitate workshops and problem-framing sessions to navigate ambiguity and define priorities.
• Translate complex insights into strategic roadmaps and actionable narratives for executives.

Requirements

• 7+ years of experience in service design, UX strategy, innovation consulting, or product strategy.
• Proven portfolio of service blueprints, journey maps, and end-to-end service transformations.
• Expertise in human-centered design and systems thinking across digital and omnichannel environments.
• Advanced facilitation and workshop design skills for aligning diverse stakeholders.
• Excellent storytelling and communication skills for simplifying complex systems.
• Proficiency with Figma, FigJam, and Miro.

Culture & Benefits

• Flexible remote work model within the US.
• Opportunity to lead high-impact transformation and innovation projects across various industries.
• Collaborative, design-led culture centered on human-centered innovation.
• Exposure to executive-level strategic problem-solving.
• Professional growth through challenging, cross-functional client engagements.
• Inclusive environment valuing experimentation and continuous learning.

Hiring process

• AI-powered matching process to shortlist candidates based on core requirements.
• Final decision and interview stages managed by the partner company's internal team.