Member-Experience Service Designer

Golden1; Sacramento (CA); On-site; USD 93,700 - 110,000; Full time

Job summary

Golden 1 Credit Union in Sacramento, CA, is seeking an Service Designer to join the Enterprise Member Experience team. The role focuses on human-centered design, research, and turning insights into improvements for members and employees.

You will work across Digital, Operations, Marketing, IT, Product, and CX, conducting studies, mapping journeys, and developing service blueprints to reduce friction and deliver measurable impact.

Qualifications

• Bachelor’s degree in design or related field.
• 1+ years in service design, user research, CX, or related field.
• Exposure to service design methodologies.
• Experience working in cross-functional environments.
• Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps.

Responsibilities

• Plan and conduct qualitative and quantitative research (interviews, surveys, journey mapping).
• Analyze Voice of the Member data to address member pain points.
• Develop actionable insights to inform experience improvements.
• Use data sources to support findings and recommendations.
• Collaborate with cross-functional teams (Digital, Operations, Marketing, IT, Product, CX).
• Facilitate design thinking sessions and journey-mapping workshops.
• Document workshop outputs, themes, and recommended actions.
• Contribute to prioritization of insights and opportunity areas.
• Prepare summaries of research findings and journeys for stakeholders.

Skills

User research

Qualitative methods

Quantitative methods

Journey mapping

Service blueprints

Prototypes

Empathy maps

Cross-functional collaboration

Education

Bachelor’s Degree in Design/Service Design/Design Strategy/HCI

Tools

Service blueprints

Journey maps

Storyboards

Prototypes

Empathy maps

Job description

Golden 1 Credit Union in Sacramento, CA, is seeking an Service Designer to join the Enterprise Member Experience team. The role focuses on human-centered design, research, and turning insights into improvements for members and employees.

You will work across Digital, Operations, Marketing, IT, Product, and CX, conducting studies, mapping journeys, and developing service blueprints to reduce friction and deliver measurable impact.