Service Designer

Job Title: Service Designer – Intermediate
Contract Length: 4 Months
Location: Plano, TX – Hybrid
Work Arrangement: Onsite/Hybrid
Rate: $40-45

Position Overview

We are seeking an experienced Service Designer to help teams understand and improve end-to-end consumer and employee experiences across channels, products, systems, and lines of business.

This role will partner with strategists, researchers, and cross-functional stakeholders to uncover how experiences are delivered behind the scenes, identify gaps and opportunities, and create compelling visualizations that connect customer impact with business, operational, and technology considerations.

The ideal candidate is a systems thinker and strong facilitator who can synthesize complex information, navigate ambiguity, bring diverse stakeholders together, and translate insights into actionable service design artifacts.

Important: This is a Service Design-focused position, not a traditional UX/UI Design role. Candidates should have demonstrated experience in service design, experience mapping, insight synthesis, visualization, and systems thinking.

Key Responsibilities

• Plan and support workshops, working sessions, interviews, and stakeholder discussions across business, product, operations, technology, customer support, and other functions.
• Facilitate conversations that create a shared understanding of how experiences are delivered and where opportunities for improvement exist.
• Build relationships and credibility across teams to drive collaboration and alignment.
• Document and visualize end-to-end consumer and employee experiences across channels, touchpoints, and organizational boundaries.
• Identify gaps, breakpoints, inefficiencies, friction points, dependencies, handoffs, and operational constraints throughout the service ecosystem.
• Map key actors, systems, processes, policies, and organizational dependencies that influence experience outcomes.
• Identify ripple effects and downstream consequences of potential experience changes.
• Gather and organize information from existing research, business documentation, operational processes, stakeholder conversations, and strategic initiatives.
• Conduct or participate in stakeholder interviews to uncover institutional knowledge, operational context, and business requirements.
• Synthesize large volumes of complex information into clear narratives, frameworks, visual models, and actionable insights.
• Develop polished service design deliverables that support decision-making and organizational alignment.
• Clearly communicate consumer impacts alongside business, operational, and technology considerations.

Service Design Deliverables

Experience creating or contributing to artifacts such as:

• Service blueprints
• Customer and employee journey maps
• Experience maps
• Ecosystem maps
• Systems maps
• Operating model visualizations
• Service ecosystem diagrams
• Process and experience frameworks
• Other visual artifacts that make complex services understandable and actionable

Required Qualifications

• 4+ years of experience in service design, consumer research, experience strategy, or a related field.
• Demonstrated experience mapping complex experiences, services, journeys, or operational ecosystems.
• Strong ability to synthesize large amounts of research, documentation, stakeholder input, and operational information.
• Experience translating complex concepts into clear visual frameworks and deliverables.
• Strong written and verbal communication skills.
• Ability to facilitate discussions and communicate recommendations to stakeholders at all levels, including senior and executive leaders.
• Familiarity with human-centered design, service design methodologies, and systems thinking.
• Bachelor's degree in service design, consumer research, psychology, anthropology, cognitive science, or a related field; or 4 additional years of related experience may substitute for the degree requirement.

Technology Skills

• FigJam – collaboration, workshop facilitation, visual mapping, and service design artifacts
• Microsoft Office – particularly Excel and PowerPoint for organizing information, reporting, presentations, and publishing deliverables
• Slack – cross-functional communication and collaboration
• Lucidchart or similar visualization/collaboration platforms is a plus

Preferred Qualifications

• Experience creating service blueprints, ecosystem maps, operating model maps, customer journeys, and systems maps.
• Experience working within large, complex, matrixed organizations.
• Experience working across multiple business units, channels, and organizational boundaries.
• Strong visualization and storytelling capabilities.
• Experience connecting customer/employee impacts with business, operational, and technology considerations.