Senior Service Designer (Human-Centered Design Strategist)

Senior Service Designer (Human-Centered Design Strategist)

Location: Plano, TX
Duration: 4-Month Contract
Pay Rate: $40-$45/hr + $5 NP Fee

Position Overview

We are seeking a highly skilled Senior Service Designer / Human-Centered Design Strategist to help map, assess, and improve complex end-to-end service ecosystems across customers, employees, operations, channels, and business functions.

This is NOT a UX Designer or Product Designer role. We are looking for a strategic service design professional with deep experience in customer journey mapping, service blueprinting, systems thinking, and operational experience design. The ideal candidate will excel at uncovering organizational friction points, facilitating cross-functional workshops, and translating complex challenges into actionable service design solutions.

The successful candidate will demonstrate the ability to select and apply appropriate service design methodologies and artifacts to solve business problems while driving alignment across multiple stakeholders and functional teams.

Key Responsibilities

• Design and improve end-to-end customer, employee, and operational experiences.
• Lead the creation of service blueprints, ecosystem maps, systems maps, and customer journey maps.
• Analyze complex service ecosystems to identify pain points, inefficiencies, and opportunities for improvement.
• Facilitate cross-functional workshops, stakeholder sessions, and collaborative design activities.
• Translate qualitative and quantitative insights into strategic recommendations.
• Drive alignment across business, operations, customer experience, and support teams.
• Create visual frameworks and service design deliverables that communicate insights clearly to stakeholders and leadership.
• Apply human-centered design principles and systems thinking methodologies to solve business challenges.
• Develop frontstage and backstage service models to improve operational effectiveness and customer outcomes.
• Partner with business leaders to support transformation initiatives and service innovation efforts.
• Communicate recommendations and findings to executive-level stakeholders.
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Required Qualifications

Education

• Bachelor's degree in Service Design, Consumer Research, Psychology, Anthropology, Cognitive Science, Human-Centered Design, or a related field.
• OR an additional four (4) years of relevant experience may be substituted for the degree requirement.
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Experience

• 4+ years of experience in Service Design, Experience Strategy, Consumer Research, Human-Centered Design, or a related discipline.
• Proven experience mapping complex customer journeys, service ecosystems, operational processes, or business systems.
• Strong facilitation and workshop leadership experience.
• Exceptional ability to synthesize ambiguous or incomplete information into actionable insights.
• Experience translating complex concepts into compelling visual frameworks and strategic deliverables.
• Excellent verbal and written communication skills.
• Ability to present recommendations to stakeholders ranging from working teams to executive leadership.
• Strong understanding of Human-Centered Design, Service Design, and Systems Thinking methodologies.

Preferred Qualifications

• Experience creating:
• Service Blueprints
• Customer Journey Maps
• Employee Journey Maps
• Ecosystem Maps
• Systems Maps
• Operating Model Maps
• Experience working within large, matrixed organizations.
• Background supporting business transformation, organizational design, or operational excellence initiatives.
• Experience leveraging Voice of Customer (VOC) insights alongside operational metrics.
• Proficiency with collaboration and visualization tools such as:
• FigJam
• Lucidchart
• Miro
• Figma (for collaboration purposes only, not UI design)

Required Skills

Must-Have Skills

Service Blueprinting
Customer Journey Mappin
Employee Journey Mapping
Ecosystem Mapping
Systems Thinking
Human-Centered Design
Cross-Functional Facilitation
Experience Strategy
Operational Design
Process Redesign
Experience Orchestration
Frontstage / Backstage Mapping
Workshop Facilitation
Stakeholder Management
Visual Framework Development

Nice-to-Have Skills

Organizational Design
Change Management
Omnichannel Experience Design
Voice of Customer (VOC) Analysis
Service Transformation
Operating Model Design
Business Transformation Initiatives