Service Designer, Vice President

As a Service Design Vice President in the Design Strategy and Operations team, you will shape 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 services-from mapping current-state experiences to building future-state models.

You will bring deep expertise in systems orchestration, participatory design, and service prototyping, working across disciplines-product, engineering, operations, data, and frontline teams-to 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 ecosystems-spanning frontstage (customer), backstage (employee), and infrastructure (technology/data) layers.
...