Lead Service Designer
Are you driven by the challenge of creating seamless, customer-centric services that have a real impact? As a Lead Service Designer, you’ll play a critical role in crafting innovative, holistic experiences that bridge the gap between business objectives and customer needs. You will lead cross-functional teams through complex problem spaces, strategically shaping services that drive customer satisfaction and business growth.
You’ll develop deep insights into customer behavior, streamline operations, and transform user pain points into clear opportunities. Your leadership and research expertise will guide teams in implementing designs that are both innovative and practical, always staying focused on creating impactful, scalable solutions.
Key Responsibilities:
- Lead the design and delivery of complex service experiences, from initial research and concept development to detailed design and implementation.
- Conduct in-depth research and analysis to understand customer and business needs, identifying pain points and opportunities.
- Collaborate with cross-functional teams (Product, CX, Operations) to frame problems and identify service improvement opportunities.
- Create clear, actionable insights from data to inform strategic decisions, leveraging both qualitative and quantitative research methods.
- Facilitate workshops and collaborative design sessions to align teams around a unified service vision.
- Design end-to-end service journeys, visualizing touchpoints, user interactions, and service blueprints.
- Advocate for a user-centered approach in every aspect of service design, presenting research findings and design strategies to stakeholders.
- Mentor and guide junior designers, fostering a collaborative team culture focused on innovation and continuous improvement.
What You Bring:
- 8+ years of experience in service or experience design (or 10+ years if without a degree), with expertise in qualitative research and strategic thinking.
- Proven ability to scope and lead design initiatives, ensuring alignment between stakeholders, timing, and project goals.
- Extensive experience with a range of research methodologies, including usability testing, interviews, journey mapping, and surveys.
- Strong collaboration skills, with the ability to build trust and influence cross-functional teams.
- Background in designing digital and omnichannel services, with a strong focus on improving both customer and employee experiences.
- Experience working in agile environments and collaborating closely with engineering and product development teams.
Preferred Qualifications:
- Experience in healthcare or retail industries.
- Proficiency with remote research tools such as UserTesting, Qualtrics, or Optimal Workshop.
- Experience managing design projects in consultancy environments or within large organizations.
The mission of our client for this engagement is to drive innovation in healthcare by developing cutting-edge, user-centered digital solutions that streamline processes and enhance patient and provider experiences. The focus is on leveraging technology to create seamless, efficient, and scalable systems that meet the evolving needs of both the business and its customers. By integrating advanced research, design thinking, and collaboration across teams, the goal is to ensure a robust and future-proof service architecture that delivers measurable impact in the healthcare landscape.