Senior Service Designer, Bluebook Platform

You will work across one or more cross-functional teams and domains, helping to connect the dots between research, product, design, engineering, and operational stakeholders. You are confident working independently on complex problem spaces, while also seeking feedback and alignment with teammates and design leadership. 

As a creative problem solver, you identify patterns across systems and experiences, balancing big-picture service design with practical execution—bringing clarity to complexity while staying grounded in real-world delivery constraints. 

Your responsibilities will span early-stage discovery, journey mapping, service blueprinting, usability and service validation, and the creation of artifacts that support both frontstage experiences and backstage operations. You will also contribute to our design culture through mentorship, continuous learning, and collaborative design practices. 

In this role, your responsibilities include:   

Service Discovery and Design Strategy (30%)   

• Systems Thinking. Apply service design methodologies to understand and map complex ecosystems, including users, stakeholders, processes, and supporting systems. 

• Research. Conduct and synthesize generative, formative, and evaluative research across multiple stakeholders (students, educators, administrators, internal teams). 

• Journey Mapping. Create and evolve end-to-end journey maps that reflect real user experiences across channels and touchpoints. 

• Service Blueprinting. Develop service blueprints that connect frontstage experiences with backstage processes, systems, and dependencies. 

• Design with Stakeholders. Facilitate workshops and co-creation sessions to align cross-functional partners and uncover service-level opportunities. 

• Data into Insights. Translate user, behavioral, and operational data into actionable service improvements. 

• Prioritization. Influence prioritization and roadmapping by identifying high-impact opportunities across the service ecosystem. 

• User Advocacy. Champion inclusive, human-centered service design principles across products and operations. 

• Storytelling. Use storytelling to communicate service vision, complexity, and opportunities in a clear and compelling way. 

Service Design Execution and Delivery (40%) 

• Service Design. Design and refine end-to-end services that span digital products, internal tools, and operational workflows. 

• Experience Orchestration. Ensure consistency and continuity across touchpoints, channels, and moments in the user journey. 

• Artifacts. Create service design deliverables such as journey maps, service blueprints, ecosystem maps, workflows, and prototypes. 

• Collaboration with Product Teams. Partner with product designers and engineers to translate service concepts into product and system-level solutions. 

• Testing and Validation. Conduct usability testing, service pilots, and validation activities to evaluate both experience quality and service performance. 

• Accessibility and Inclusion. Ensure services are inclusive and accessible across all touchpoints and user groups. 

• Continuous Improvement. Identify service gaps and opportunities for optimization through ongoing measurement and iteration. 

• Tools. Use tools like Figma (preferred), Miro, and Dovetail to design, document, and test work.  

Collaboration and Communication (20%)   

• Collaborate. Work closely with product managers, engineers, researchers, operations, and other stakeholders to align service outcomes. 

• Cross-Functional Alignment. Bridge silos by connecting teams across product, technology, and operations. 

• Ceremonies. Participate in team rituals (standups, planning, reviews) while also introducing service design practices where needed. 

• Documentation. Translate service design decisions into clear artifacts and guidance that support implementation. 

• Presenting. Present service concepts, research findings, and recommendations with clarity and confidence. 

• Design Operations. Contribute to shared service design practices, tools, and templates across the organization. 

Growth and Culture (10%)   

• Teaching. Mentor peers and designers through feedback, pairing, and sharing service design practices. 

• Continuous Learning. Stay current with service design methods, tools, and trends, and bring new thinking into the organization. 

• Organizational Support. Contribute to critiques, workshops, and internal documentation that strengthen design maturity. 

• Hiring. Participate in hiring and onboarding activities. 

About You   

You have:     

• A portfolio demonstrating end-to-end service design work, including journey maps, service blueprints, and measurable outcomes  

• A Bachelor’s degree in a related field (service design, interaction design, HCI, systems design, social sciences, etc.) and/or equivalent experience  

• 3–7 years of experience in service design, product design, or related fields, with clear experience working on complex, multi-touchpoint services  

• Strong systems thinking and experience mapping complex ecosystems and service interactions  

• Expertise in service design methodologies, including journey mapping, service blueprinting, and workshop facilitation  

• Experience conducting and applying research across multiple stakeholder groups 

• Ability to translate insights into actionable service improvements and product direction  

• Experience collaborating across product, engineering, and operational teams  

• Strong communication and storytelling skills, especially in explaining complex systems and services  

• A commitment to inclusive, ethical, and human-centered design  

• Curiosity and adaptability—you are self-motivated and continuously learning, including exploring emerging tools and technologies  

• The ability to travel at a minimum of 3–5 times a year to College Board offices or client/user sites  

• Authorization to work in the United States