Service Designer, Vice President
Service Designer, Vice President
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$ 133000 - 205000
1 Vacancy
Job Description
As a Service Design Vice President in the Design Strategy team you willshape and orchestrate complex service ecosystems across digital physical and organizational touchpoints. This strategic role calls for a design leader who can think systemically act collaboratively and prototype boldly. As a Senior Service Designer you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design systems thinking and system orchestration. You will lead the discovery co-creation and transformation of servicesfrom mapping current-state experiences to building future-state models. You will bring deep expertise in systems orchestration participatory design and service prototyping working across disciplinesproduct engineering operations data and frontline teamsto ensure that the services we deliver are not only desirable but viable feasible and resilient.
Job responsibilities:
- Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution.
- Lead end-to-end service design projects from initial framing through delivery handoff.
- Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms incorporating systemic design principles.
- Map existing service experiences system architectures and operational pain points across customer and employee journeys.
- Facilitate co-creation and participatory design workshops with cross-functional stakeholders including product managers researchers engineers clinicians/frontline staff and customers.
- Prototype services at multiple levels of fidelity: role-playing storyboarding digital prototypes operational pilots and touchpoint simulations.
- Translate business challenges and user insights into actionable service concepts experience flows and implementation roadmaps.
- Create and evolve service design artifacts such as journey maps service blueprints swimlane diagrams and ecosystem models.
- Collaborate with delivery teams to ensure design intent is preserved through product development process change or operational rollout.
- Advocate for service thinking and systems literacy across the organization building shared understanding and capability.
- Mentor junior designers and contribute to the growth of the service design practice.
Required qualifications capabilities and skills:
- 5 years of experience or equivalent expertise in service design experience design or a related field focusing on end-to-end customer experiences and systemic design.
- Demonstrated ability to map analyze and reimagine complex service ecosystemsspanning frontstage (customer) backstage (employee) and infrastructure (technology/data) layers.
- Proficiency in service design tools and artifacts: journey maps service blueprints ecosystem maps swimlanes logic models operational workflows etc.
- Strong systems thinking mindsetability to identify leverage points root causes feedback loops and systemic dependencies.
- Expertise in facilitating participatory research stakeholder interviews and collaborative sensemaking sessions.
- Ability to plan and lead co-design workshops across diverse audiences (e.g. executives product teams end users frontline staff).
- Experience designing and testing service prototypesfrom lo-fi role-play and service enactments to high-fidelity pilot programs.
- Comfortable prototyping across touchpoints: digital (e.g. app flows) physical (e.g. signage environments) human (e.g. scripts behaviors) and policy (e.g. process or governance changes). Understanding of implementation constraints and how to de-risk ideas through iterative prototyping and experimentation.
- Strong storytelling skillsable to frame ambiguity synthesize complexity and align stakeholders around shared outcomes.
- Experience leading service design efforts within cross-functional teams; able to build strong relationships with product engineering research operations and policy partners.
Preferred qualifications capabilities and skills:
Experience working within healthcare government financial services or large-scale enterprise environments.
Experience contributing to organization-wide transformation initiatives or service architecture projects.
Expertise in change management implementation strategy or business model design.
Required Experience:
Chief
Employment Type
Full-Time
