Service Design Senior Associate
On-site · Brooklyn, New York, United States
Job Summary
Design and implement end-to-end service experiences and draft service blueprints to enhance customer and employee journeys for moderately complex product features. Collaborate with cross-functional teams to identify user needs and ensure inclusive, accessible products. Draft journey maps and service blueprints, visualize touchpoints, and identify areas for improvement. Participate in customer workshops to gather insights, create experience maps and prototypes, and iterate based on feedback. Work with technology, data & analytics, product, and design to frame key questions about user interactions with emerging technologies, maintaining a dynamic backlog. Bring a builder’s mindset with agility, curiosity, and creativity to test concepts that may not yet exist and to improve overall customer journeys. Preferred qualifications include experience with AI/ML-enabled workflows and advanced education in design, sociology, anthropology, or related fields.
Required Qualifications
- 3+ years of experience in service design
- proven ability drafting service blueprints and journey maps
- experience with inclusive design and accessibility guidelines
- knowledge of user experience design principles
- experience with iterative design and information architecture
- experience with rapid research programs at tech companies
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