Lead Service Designer (Remote)

10+ years of relevant industry experience, with a focus on Service or Systems Design Relevant Bachelor’s Diploma/Degree or relevant industry experience Deep knowledge of Service Design methodologies (Journey Mapping, Service Blueprinting, Ecosystem Mapping) and Systems Thinking Experience collaborating closely with product management, engineering, and research Proficiency in collaboration tools like Figjam for facilitation Proficiency in UI design tools like Figma Ability to lead all aspects of the user-centered design process from conception to completion Ability to facilitate high-level strategy workshops Excellent verbal and written communication skills Strong interpersonal relationship building skills Highly organized and able to manage multiple tasks and projects simultaneously

Develop and communicate an end-to-end service strategy Diagnose systemic barriers to adoption using Service Blueprinting Define service frameworks connecting front-stage and back-stage processes Lead the user-centered design process, conducting research and user testing Craft high-fidelity designs and prototypes in Figma Ensure seamless integration of service strategies in product development Act as a bridge between Design, Sales, Support, and Engineering Influence company-wide initiatives to minimize Customer Effort Score (CES) and shorten Time-to-Value (TTV) Champion systems thinking and service design methodologies Promote accessibility principles Mentor, guide, and support product designers