Experience Design Team Leader

Service Design Jobs; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Service Design Jobs is seeking an experienced Experience Design Team Leader to define and own the end-to-end customer experience architecture across the company’s service ecosystem, shaping the future-state ecosystem experience architecture and blueprint.

The role requires 8–12 years in Service Design or related fields, strong expertise in service blueprints and journey architecture, and exceptional facilitation skills to lead workshops and align cross-functional stakeholders.

Qualifications

• 8–12 years of experience in service/experience design or related fields.
• Strong expertise in service blueprints, journey architecture and design systems.
• Exceptional facilitation and workshop leadership skills.
• Ability to translate customer insights into scalable operating models and experience standards.

Responsibilities

• Define the future-state ecosystem experience architecture and blueprint.
• Define and own end-to-end customer experience across the service ecosystem.
• Design connected service ecosystems rather than standalone touchpoints.
• Apply expertise in service blueprints, design systems, journey architecture and planning.
• Lead workshops, align stakeholders, coach the design team and translate insights into operating models.

Skills

Experience design

Facilitation

Workshop leadership

Team coaching

Job description

Description

About the Role

We are looking for an experienced Experience Design Team Leader to define and own the end-to-end customer experience architecture across the company’s service ecosystem, shaping the future-state ecosystem experience architecture and blueprint.

Roles and Responsibilities

• Define the future-state ecosystem experience architecture and blueprint.
• Define and own the end-to-end customer experience architecture across the company’s service ecosystem.
• Design connected service ecosystems rather than standalone touchpoints.
• Apply expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
• Lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.

Requirements

• 8–12 years of experience in Service Design, Experience Design, Customer Experience, Retail, Hospitality, Aviation, or other multi-site consumer environments.
• Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
• Exceptional facilitation skills, with the ability to lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.
• Preferred backgrounds include Service Design Lead, Experience Design Manager, CX Architecture Lead, or Innovation & Experience Transformation Lead roles within large consumer-facing organizations.