Offer summary

Qualifications:

Bachelor’s degree in Design, Human-Centered Computing, Human Factors, or related field, or equivalent work experience., 8+ years of experience in Service Design & Systems Thinking., 5+ years of experience in AI-Driven Service Mapping, UX Research & Usability Testing, and Service Blueprinting & Journey Mapping., Proficiency in wireframing and prototyping tools like Figma, Miro, and Lucidchart..

Key responsabilities:

Develop end-to-end service ecosystems and map user journeys and backend processes.

Leverage AI-powered tools for dynamic journey mapping and process refinements.

Facilitate co-creation workshops and ensure service improvements align with business needs.

Conduct qualitative and quantitative research, including interviews, surveys, and usability testing.

Job description

Job Location: Remote

Note:

Portfolio Requirement: Vendor MUST provide a link to the candidate’s online portfolio in the submitted resume.

Job Description:

We are seeking a Senior Service Designer with expertise in research, testing, AI-driven service mapping, and process optimization. The ideal candidate will leverage AI-powered tools to design and refine service ecosystems, ensuring usability, accessibility, and efficiency across digital and physical touchpoints.

The Senior Service Designer will be responsible for mapping user journeys, identifying pain points, creating service blueprints, and optimizing workflows. This role requires collaboration with Agile teams, facilitating co-creation workshops, and applying systems thinking and change management principles.

Responsibilities:

Service Design & Process Mapping – Develop end-to-end service ecosystems, mapping user journeys, backend processes, and organizational touchpoints.
AI-Driven Process Optimization – Leverage AI-powered tools for dynamic journey mapping and process refinements.
Stakeholder Collaboration – Facilitate co-creation workshops and ensure service improvements align with business needs.
Service Blueprinting & Journey Mapping – Identify inefficiencies and create service blueprints to enhance customer experience.
User Research & Testing – Conduct qualitative and quantitative research, including interviews, surveys, and usability testing.
Accessibility & Compliance – Ensure designs meet ADA standards and use AI-assisted tools to automate accessibility audits.
Agile & Systems Thinking – Work with UX designers, developers, and product teams to integrate service design insights into an iterative development process.
Design Artifacts & Prototyping – Develop personas, wireframes, journey maps, prototypes, and service blueprints using tools like Figma, Miro, and Lucidchart.
Continuous Improvement – Use AI-enhanced usability testing and behavioral analytics to refine services based on real-time feedback.

Education:

Bachelor’s degree in Design, Human-Centered Computing, Human Factors, or related field, or equivalent work experience.

Experience:

Skill	Required Experience
Service Design & Systems Thinking	8+ years
AI-Driven Service Mapping	5+ years
UX Research & Usability Testing	5+ years
Service Blueprinting & Journey Mapping	5+ years
Agile Project Collaboration	5+ years
AI & Automation for Accessibility Audits	5+ years
Wireframing & Prototyping (Figma, Miro, Lucidchart)	5+ years
Data Analytics & Visualization (Google Analytics, Tableau, Power BI)	5+ years
Stakeholder Workshop Facilitation	5+ years
Accessibility Standards (ADA, WCAG Compliance)	5+ years

Desirable Skills/Experience:

Experience working in Agile environments, including sprint planning, retrospectives, and backlog grooming.
Strong understanding of design thinking principles and ability to lead design sprints and ideation workshops.
Familiarity with Azure Boards and remote collaboration tools.
Experience with AI-assisted tools for automated ecosystem insights and accessibility evaluations.
Ability to balance user-centered design with business objectives and technical feasibility.