Service Design Lead
New
MexicoFull-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- Stakeholder management
Requirements
- Proven experience in Service Design, User Research, Customer Experience, Design Strategy, or a related discipline.
- Strong expertise in qualitative and quantitative research methodologies, including planning, execution, synthesis, and insight generation.
- Demonstrated ability to design and optimize complex end-to-end services across multiple touchpoints and stakeholder groups.
- Experience creating and leveraging service design frameworks such as customer journeys, service blueprints, ecosystem maps, and systems models.
- Strong analytical thinking with the ability to translate ambiguity into clear opportunities and strategic recommendations.
- Excellent facilitation, communication, and stakeholder management skills.
- Ability to work autonomously, lead initiatives from concept to implementation, and manage multiple priorities simultaneously.
- Systems-thinking mindset with a strong understanding of how user, business, and operational needs intersect.
- Passion for designing inclusive, meaningful experiences, particularly within healthcare, wellness, or services supporting older adults.
Responsibilities
- Lead strategic research initiatives to understand user needs, behaviors, and pain points across the member journey.
- Design and execute qualitative and quantitative research programs, transforming findings into actionable insights.
- Develop and evolve end-to-end service experiences that align user expectations, operational processes, and organizational goals.
- Create and maintain key service design artifacts, including customer journey maps, service blueprints, ecosystem maps, and operating models.
- Facilitate workshops, co-creation sessions, and stakeholder alignment activities to drive innovation and cross-functional collaboration.
- Manage strategic experience improvement projects from discovery through implementation and impact measurement.
- Identify, prioritize, and recommend high-value opportunities based on research evidence and business objectives.
- Collaborate with Product, Operations, Customer Experience, Commercial, and Leadership teams to ensure scalable service delivery.
- Promote research and service design best practices across the organization.
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