Senior Service Designer

Job Summary
Our client is seeking an experienced Senior Service Designer to join their team! This position is located in New York, NY.

Core Responsibilities 

• Create and maintain end-to-end journey maps across customer, advisor, and internal experiences
• Develop service blueprints that connect front-stage customer experiences with back-stage processes, systems, tools, and teams
• Facilitate discovery sessions and workshops with cross-functional stakeholders
• Gather, organize, and synthesize qualitative research, stakeholder feedback, and business context into actionable journey frameworks
• Identify pain points, friction, opportunities, and moments that matter throughout the customer experience
• Create journey artifacts that serve as a living single source of truth for teams and stakeholders
• Build scalable templates, methods, workflows, and production processes for journey mapping and service design
• Develop and maintain a reusable library of journey map and service blueprint templates
• Explore AI-ready, code-based, and component-driven approaches to improve the speed, consistency, and scalability of service design production
• Partner with Experience Strategy, Design, Product, Technology, Operations, and business stakeholders
• Educate stakeholders and teams on the value, purpose, and application of service design and journey mapping methodologies
• Establish processes that can ultimately be governed and maintained by the Experience Strategy & Standards organization

Required Skills/Experience (Must-Haves)

• Strong professional experience in Service Design, Experience Strategy, Journey Mapping, or a closely related discipline
• Demonstrated experience creating end-to-end journey maps and service blueprints
• Strong systems thinking with the ability to connect customer experiences to operational, organizational, and technical ecosystems
• Experience facilitating workshops, discovery sessions, and stakeholder working sessions
• Strong stakeholder management and communication skills
• Demonstrated ability to create repeatable processes and scalable frameworks, rather than one-off deliverables
• Strong experience synthesizing qualitative research and stakeholder insights
• Advanced proficiency with Figma, FigJam, or similar design collaboration tools
• Comfortable creating scalable and shareable design artifacts using component-driven or code-based approaches where appropriate
• Experience working with AI tools such as Claude or ChatGPT, including familiarity with creating custom skills or workflows using agentic AI tools
• Ability to work independently as a senior individual contributor in a complex enterprise environment

Preferred Skills/Experience (Nice-to-Haves) 

• Experience within financial services, insurance, banking, fintech, or another regulated industry
• Experience working with large, complex enterprise organizations
• Experience developing or governing design systems, templates, libraries, or design operations processes
• Experience using AI to improve design research, synthesis, documentation, or production workflows
• Experience working across customer, advisor, employee, and operational journeys

Key Competencies & Behaviors 

• Service Design & Systems Thinking – Strong expertise in journey mapping, service blueprinting, and connecting customer experiences to operational and technical ecosystems
• Strategic Thinking & Problem Solving – Able to synthesize research and stakeholder input into actionable insights, opportunities, and experience improvements
• Facilitation & Stakeholder Management – Confident leading workshops, aligning cross-functional teams, and communicating the value of service design
• Process & Scalability – Builds repeatable templates, workflows, standards, and processes that enable service design at scale
• Collaboration & Influence – Works effectively across design, technology, operations, and business teams while driving alignment and adoption
• Innovation & Adaptability – Comfortable leveraging Figma, AI tools, and emerging production methods to improve speed, consistency, and quality

Work Environment 

• Location: New York, NY
• Hybrid

Compensation & Benefits 

• Pay Range: The approximate pay range for this position is between $35.00 and $42.00 per hour. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums. 
• Medical, Dental, & Vision Insurance Plans 
• Employee Stock Ownership Plan 
• 401K offered

About KellyMitchell 
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice. 

Marketing Disclosure 
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at  https://www.careers.kellymitchell.com/privacy-policy