Service Designer, Experience Design, Strategy & Standards

Join a fast-moving Experience Design team focused on scaling service design and journey mapping across the enterprise. This role is ideal for a hands-on Service Designer who enjoys creating high-quality journey artifacts, improving how work gets done, and partnering with stakeholders in a complex, regulated environment.
Responsibilities
Facilitate discovery sessions to uncover the people, systems, tools, and processes involved in end-to-end journeys
Organize research findings, stakeholder input, and business context into clear service design frameworks
Create journey maps and service blueprints that capture customer, advisor, and internal experiences
Identify friction points, opportunity areas, and key moments that matter across experiences
Maintain journey artifacts as a reliable source of truth that can be updated over time
Develop repeatable templates, methods, and workflows to support journey production at scale
Build scalable, shareable artifacts using component-driven or code-based approaches when helpful
Create and maintain a library of blueprint and journey map templates for different levels of detail and scope
Help establish an AI-ready production process that can be owned and governed by the design strategy team after handoff
Skills
Strong background in service design, experience strategy, and/or journey mapping
Proven ability to lead workshops, facilitate discussions, and educate stakeholders on design methods
Experience creating repeatable processes, not just one-time deliverables
Systems thinking and the ability to connect customer experience to operational and technical ecosystems
Comfort creating production-ready artifacts that are clear, structured, and easy to share
Hands-on experience with tools such as FigJam, Figma, Claude Design, or similar platforms
Familiarity with building custom skills using agentic AI tools such as Claude and ChatGPT
Ability to work effectively in a complex, regulated environment
Strong communication, collaboration, and stakeholder management skills
Preferred Skills
Experience in financial services or another highly regulated industry
Exposure to code-based or component-driven production methods for design artifacts
Experience creating scalable design systems, templates, or reusable workflows
Ability to balance craft quality with speed, consistency, and operational efficiency