Senior Service Designer

Do you want to work on complex and pressing challenges—the kind that bring together curious, ambitious, and determined leaders who strive to become better every day? If this sounds like you, you’ve come to the right place.

Your Impact

You will work in a cross-functional team consisting of service designers, product designers, researchers, adoption specialists, and tech and operations colleagues, playing an active role in all aspects of the design of service experience and service delivery.  

You’ll be part of a team building a globally unified service offering a seamless customer experience across all user and employee touchpoints. This includes identifying, framing, and designing future-oriented services, interactions, and solutions that generate value for users, foster continuous innovation, and maintain market relevance. 

You'll work hand-in-hand with operations and business subject matter experts to transform our global service and foster operational excellence. You'll align and empower stakeholders through co-creation and a test-and-learn approach to reduce risk and orchestrate the decision-making process that maximizes the likelihood of meeting user needs and business goals. You'll prepare and facilitate workshops with design thinking principles, design artifacts and presentations illustrating conceptual frameworks, customer journeys and process flows, and own the creation of service blueprints. 

You'll be responsible for the co-creation and iteration of service concepts based on user research, operational viability, and technical feasibility. You'll define value propositions, service promises, and experiences, generating future service journeys and blueprints. You'll support the design, test, and scale of our services, ensuring the development is in line with the aspired service experience and service delivery.

You’ll work in our San Jose office as part of our Service Design & Innovation Global Team within our Visual Graphics & Media corporate function. 

The Service Design team focuses on translating our service experience and service delivery vision into tangible solutions by designing customer and employee experiences and the mechanics in business and operations to deliver those experiences. We work on challenging concepts that require bridging the business, user and creative worlds.

Your Growth

You are someone who thrives in a high-performance environment, bringing a growth mindset and entrepreneurial spirit to tackle meaningful challenges that have a real impact.

In return for your drive, determination, and curiosity, we’ll provide the resources, mentorship, and opportunities to help you quickly broaden your expertise, grow into a well-rounded professional, and contribute to work that truly makes a difference.

When you join us, you will have:

• Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.
• A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
• Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions. Plus, you’ll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
• Exceptional benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

Your qualifications and skills

• Degree in a design discipline and/or fundamental knowledge in the service design domain
• 5+ years of experience in applying service design skills in a business environment
• Practical design thinker with strong problem-solving skills, the ability to connect ideas, engage teams in understanding needs, and respond to project goals in a clear and consistent manner
• Expert in workshop facilitation, user research and journey management methods
• Experience in digital product development, organizational transformation and/or UX design is a plus
• Experience in working iteratively from POC, MVP and scale
• Systemic and structured approach to problems
• Confidence in articulating new services and concepts in words and visuals
• Ability to communicate ideas and progress to sponsors, leadership and team members
• Business proficiency in English, both verbally and in writing