Head of Experience Design & Service Architecture

robusta; United States; Remote; USD 100,000 - 160,000; Full time

Job summary

robusta 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 blueprint.

You will lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards, leveraging service blueprints, design systems, and journey architecture.

Qualifications

• 8–12 years of experience in service design or related fields.
• Experience across multi-site consumer environments (retail, hospitality, aviation, etc.).
• Strong facilitation and stakeholder alignment skills.

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.
• 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.

Job description

robusta 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 blueprint.

You will lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards, leveraging service blueprints, design systems, and journey architecture.