Senior Service Designer - Remote

Overview

We are seeking a Senior Service Designer with strong research expertise to join our team for an exciting strategic project. In this role, you’ll not only lead research activities but also translate findings into actionable, visually compelling service design artifacts. You will work closely with researchers to uncover the meaning behind data, synthesize patterns, and co-create narratives that inform strategy, marketing, and service innovation.

In Short

• Lead and conduct qualitative research including B2B interviews, note-taking, and synthesis to uncover deep insights.
• Analyze and affinity map qualitative data to identify patterns, themes, and connections.
• Fully own the visualization of research findings into high-impact, polished visual artifacts such as journey maps, stakeholder heat maps, root-cause maps, service blueprints, diagrams, and ecosystem models.
• Lead strategic workshops and working sessions with researchers to identify opportunities.
• Deliver insights in a way that is tailored to marketing, brand, and cross-functional stakeholders, connecting customer needs to strategic marketing and experience opportunities.

Requirements

• 6+ years of experience in service design and qualitative research, with a strong portfolio showcasing both.
• 3+ years of experience creating and leading the development of visual synthesis outputs such as stakeholder maps, journey maps, and similar diagrams and frameworks.
• Demonstrated ability to uncover the “why” behind behaviors and connect the dots between individual insights and systemic opportunities.
• Strong executive presence and communication skills, with experience presenting to and influencing senior leaders.
• Understanding of marketing strategy, customer segmentation, and audience positioning.
• Experience conducting research in B2B contexts and with complex decision-making environments.
• Excellent visual storytelling and artifact creation skills—proficient in tools like Figma, Miro, or similar.
• Strong facilitation and communication skills, particularly in co-creation and strategic alignment sessions.
• A degree in Service Design, HCI, Design Strategy, Behavioral Science, or related fields.
• A systems thinker with the ability to zoom in and out—from detailed data points to big-picture implications.

Benefits

• This role comes with a variable pay component based on performance.