Job Description

Key Responsibilities

• Develop cross-product partnership with product managers, product owners, and product designers and a “teaming” model to engage across these roles
• Document the macro journeys across the org
• Design and document end-to-end service experiences, including journey maps, service blueprints, ecosystem maps, and workflow models.
• Translate high-level experience strategy into actionable frameworks, requirements, and design recommendations for product teams.
• Conduct qualitative research, stakeholder interviews, and contextual inquiry to understand customer needs and operational constraints.
• Identify friction points, gaps, and opportunities across customer journeys and propose improvements grounded in data and insight.
• Collaborate closely with product managers, UX designers, engineers, and operations teams to ensure service design artifacts inform decision-making.
• Facilitate workshops and cocreation sessions that bring cross functional teams together around shared understanding and alignment.
• Drive cross‑team workshops/ working sessions that enhance alignment on experience practices and ensure their effective integration into product roadmaps.
• Support the development and adoption of experience standards, principles, and governance models defined by org leadership
• Visualize complex systems and processes in clear, compelling ways that help teams understand dependencies and impacts.
• Partner with UX researchers to validate service concepts and measure the effectiveness of experience improvements.
• Facilitate workshops and co-creation sessions with internal teams to drive service outcomes.
• Contribute to a culture of customer centricity and continuous improvement across the organization.
• Champion design thinking and cultivate cross team processes that support journey centric service practices
• Establish standards for service design and journey management across the organization and partner with Product Experience roles to embed into working processes

Qualifications

• Experience in service design, UX design, experience architecture, or a related discipline.
• Strong portfolio demonstrating service blueprints, journey maps, systems thinking, and cross-channel experience design.
• Proficiency in service design methods such as ecosystem mapping, process modeling, and co‑creation facilitation and related tooling
• Ability to synthesize research findings into actionable insights and design recommendations.
• Excellent communication and visualization skills, with the ability to simplify complexity for diverse audiences.
• Comfortable working in ambiguous, multi‑team environments and driving clarity through structured design artifacts.
• Experience collaborating with product, design, engineering, and operational stakeholders.

Extra Information

What Success Looks Like

• Clear, actionable service design artifacts that guide product teams and improve cross-functional alignment.
• Measurable improvements in customer experience quality, efficiency, and consistency across journeys.
• Strong partnership with the Senior Manager of UX Strategy & Experience Architecture, ensuring strategic intent is reflected in execution.
• Increased adoption of shared experience frameworks and standards across product teams.
• A more cohesive, intuitive, and scalable service experience for customers and internal teams.