Our financial services client is building industry-leading digital experiences across web and mobile platforms. To support this initiative, they're seeking a Senior Service Designer with a strong background in planning, designing, and improving service experiences. The ideal candidate will have over 5 years of experience in service design, a proven track record of leading complex programs, and expertise in industry trends and best practices. This role requires a blend of service experience across customer, digital, and non-digital service layers.
Location: This role is hybrid. The candidate should be located within a commutable distance to one of the offices in NYC, Baltimore, MD, Charlotte, NC, Wilmington, DE, or Irving, TX.
Senior Service Designer Responsibilities:
- Shape and optimize service experience frameworks to enhance customer and team member experiences.
- Map out and design seamless, scalable, and adaptable service experiences across main journeys.
- Apply human-centered design methodologies, data-driven insights, and cross-functional collaboration.
- Advocate for user experience and facilitate design thinking sessions.
- Design end-to-end service blueprints, journey maps, and customer experience maps.
- Translate requirements, user stories, and business processes into optimized flows.
- Develop and use Design Systems and reusable assets across applications and products.
- Conduct usability testing and gather user feedback to refine strategies.
- Stay updated on emerging trends and best practices, particularly in generative AI.
- Travel to various locations to observe customer interactions, identify flaws, and document journey mapping.
- Perform design forensics to analyze and improve service experiences.
- Engage in thoughtful conversations with leadership to showcase design insights and recommendations.
- Demonstrate and facilitate workshops to design and shape service experiences.
Senior Service Designer Requirements:
- 5+ years of experience in service design, customer service, operations, or a related field.
- Bachelor's degree in Product Design, Interaction Design, Fine Arts, or a related field, or equivalent experience.
- Proven track record of successfully leading complex programs and delivering results.
- Understanding of industry trends and best practices in service design.
- Strong portfolio showcasing design process, critical thinking, and problem-solving skills.
- Proficiency with Figma, Miro, usertesting.com, Dovetail, and other relevant software.
- Experience defining patterns, style guides, performing user testing, and building prototypes.
- Solid understanding of software development and collaboration with developers.
- Exceptional time management, organizational, analytical, and problem-solving skills.
- Leadership skills with experience influencing and collaborating across all levels.
- Excellent communication and facilitation skills.
- Ability to travel and conduct on-site observations and analysis.
- Broad understanding of design leadership systems, theories, and practices.
- Experience setting platform strategies and inspiring teams. - Ability to communicate complex concepts clearly and persuasively.
- Experience in the financial services industry, especially consumer lending, preferred.
- Experience showing the importance of service design for teams.
In this position, you may have access to client or customer systems, confidential and/or proprietary information or data, including financial information. This position is onsite and requires you to work closely with other individuals in a collaborative team environment.
Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply, but you may also:
Email your resume in Word to:
bailey.oconnell@jobalert.creativecircle.com
**Please do NOT change the email subject line in any way. You must keep the JobID: : BO5-1844417L534 -- in the email subject line for your application to be considered.***
Bailey O'Connell - Lead Recruiter
For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa such as a H-1B, TN, or O visa. We do not support or provide training for STEM/OPT programs. Additionally, you must be physically located in and perform the work for our client in the United States.
This job was first posted by Creative Circle on 03/12/2025 and applications will be accepted on an ongoing basis until the position is filled or closed.
Creative Circle is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. If you need a reasonable accommodation in the application process, please contact your Recruiter (the person you'll be interviewing with) or a member of our Human Resources team to make arrangements. United Healthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Creative Circle.
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