Job Details

Senior Service Designer

Hybrid | Contract

We're looking for a Senior Service Designer to lead complex, high-impact service design work across a large-scale platform migration. This is not a typical design role. You'll be working across multiple expert cohorts, tools, and workflows in a highly regulated environment, helping translate complexity into clear, buildable service experiences.

You'll own your work end-to-end. That includes mapping how users operate today, designing future-state experiences, and creating service blueprints, journey maps, and workflows that directly inform product and engineering teams.

What You'll Do

• Own service design across assigned cohorts and application tracks
• Create service blueprints, journey maps, workflow diagrams, and use-case inventories
• Map end-to-end experiences including operational and compliance elements
• Translate complex requirements into clear, actionable design artifacts
• Partner closely with product, engineering, operations, compliance, and business stakeholders
• Facilitate working sessions and develop structured research inputs
• Use data and insights to inform design decisions
• Present and defend design decisions with clear rationale

What You Bring

• Strong experience in service design, journey mapping, and service blueprinting
• Ability to work across complex systems and cross-functional teams
• Experience synthesizing research and defining user needs
• Proficiency in Figma, FigJam, Miro, or similar tools
• Strong communication and stakeholder alignment skills
• Comfort working in fast-moving, ambiguous environments

Nice to Have

• Experience in regulated industries (financial services, banking, healthcare, etc.)
• Familiarity with CRM or service platforms
• Experience with Jobs-to-Be-Done (JTBD)

This is a hands-on role where your work directly shapes how services are delivered at scale.