Related skills
service design storyboarding facilitation journey mapping blueprinting📋 Description
- Lead service design across major initiatives from current state to future state.
- Collaborate with product, design, ops, eng, and research to design multi-touchpoint experiences.
- Design and facilitate workshops to align stakeholders on service challenges and opportunities.
- Produce service blueprints and journey maps that connect platform capabilities and offline delivery.
- Build relationships with field and support teams to improve delivery clarity and quality.
- Influence decisions by showing how roles, policies, and processes affect the end-to-end experience.
🎯 Requirements
- 10+ years in service design or systems-oriented design.
- Deep fluency in service design methods: journey mapping, blueprinting, prototyping.
- Experience designing and scaling services with both digital tools and offline delivery.
- Expert collaboration across functions with diverse goals and vocabulary.
- Proven ability to define service models spanning product, ops, and business.
- Confident leading through ambiguity across high-level strategy to frontline delivery.
🎁 Benefits
- Disability inclusive application and interview process; accommodations available.
- Remote work eligibility for US locations (remote-eligible role).
- Bonus, equity, benefits, and Employee Travel Credits may be available.
- Commitment to inclusion and belonging.
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