Remote Enterprise Service Design & Delivery Lead

RTX; United States; Remote; USD 157,000 - 299,000; Full time

Job summary

RTX is seeking an experienced Enterprise Service Designer to orchestrate cross-functional teams and design end-to-end enterprise services that deliver superior customer experiences. You will create service blueprints, journeys, and roadmaps, aligning business, process, technology, and stakeholders to enable scalable, digitally enabled solutions.

The role emphasizes systems thinking, operating models, and governance with a focus on standardization and AI-enabled transformation.

Qualifications

• Bachelor’s degree plus 12+ years in enterprise service design, digital transformation, customer experience, or process design.
• Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models.
• Proven ability to orchestrate cross-functional teams and influence senior stakeholders.
• Experience driving standardization, digitization, automation, and AI-enabled services.
• Strong skills in road mapping, facilitation, stakeholder alignment, and executive communication and experience with ServiceNow, ITIL, Agile, or enterprise service management preferred.

Responsibilities

• Orchestrate cross-functional teams to design end-to-end enterprise services.
• Facilitate the creation of wing-to-wing value streams and future-state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Skills

Orchestration

Cross-functional leadership

Executive facilitation

Stakeholder alignment

Decision facilitation

Influence without authority

Systems thinking

Value stream design

Operating models

Service blueprinting

Human-centered design

AI enablement

Service roadmaps

Education

Bachelor’s degree (business, Engineering, IT, Design, or related field)

Tools

ServiceNow

ITIL

Agile

Enterprise Service Management

Job description

RTX is seeking an experienced Enterprise Service Designer to orchestrate cross-functional teams and design end-to-end enterprise services that deliver superior customer experiences. You will create service blueprints, journeys, and roadmaps, aligning business, process, technology, and stakeholders to enable scalable, digitally enabled solutions.

The role emphasizes systems thinking, operating models, and governance with a focus on standardization and AI-enabled transformation.