Contractor Senior Service Designer

• Develop customer journey maps, service & process blueprints, and experience frameworks to enhance user engagement and satisfaction.
• Design and refine seamless, end-to-end service experiences across digital and physical touchpoints.
• Collaborate with cross-functional teams to implement human-centered service improvements that drive business impact.
• Lead and mentor small teams while on program or during any design challenge.

• Conduct qualitative and quantitative research to uncover user needs, pain points, and opportunities for service enhancements.
• Analyze user feedback and behavioral data to inform service improvements and strategic decisions.
• Identify clear strategic and business opportunities from research insights.

• Partner with product, technology, marketing, and business teams to align service design with business goals.
• Advocate for human-centered design principles and ensure service design is integrated into product and business strategies.

• Define and track key service experience metrics (e.g., NPS, CSAT, usability scores) to assess the effectiveness of service initiatives.
• Continuously iterate and optimize experiences based on user insights and performance data.
• Ensure design thinking progress and critical thinking growth within your team members.

• Stay informed on industry trends, emerging technologies, and best practices in service design.
• Promote design thinking, accessibility, and inclusive design to enhance service experiences and business outcomes.
• Mentor and provide guidance to junior and mid-level service designers, fostering a culture of continuous learning and improvement in areas such as persona development, targeting strategies, and advanced data analysis.

Minimum of 8 years of experience in service design, UX design, experience strategy, or related fields. Expertise in service blueprinting, journey mapping, and design thinking methodologies. Strong experience in user research, prototyping, and usability testing. Ability to collaborate effectively in cross-functional teams and influence stakeholders. Ability to lead complex programs, projects, and teams while keeping a positive environment and way of working. Proficiency in tools such as Miro, Figma, Figjam, and other service design software. Proficiency in facilitating research, ideation, synthesis, and conclusions during the design process. Proficiency in a variety range of tools to prompt critical / lateral thinking and co-creation. Familiarity with project management and collaboration software platforms, like Jira and Confluence. Experience in Agile environments and collaborating with diverse teams. Skill in collecting and interpreting feedback. Experience in UX Research best practices and testing methodologies. Previous experience in Food & Beverage and Luxury Brand sectors. Experience designing for B2B, B2C, or omnichannel service environments. Excellent communication and presentation skills, with the ability to convey research findings to diverse stakeholders.