Senior CX Service Design Lead

g2o; Columbus (OH); On-site; USD 85,000 - 120,000; Full time

Job summary

g2o is seeking a Service Designer to shape end-to-end experiences for clients, applying experience-led thinking to multi-channel service strategies and new business concepts. You’ll work in a collaborative, cross-functional environment to deliver holistic CX improvements.

You will articulate end-to-end service views, map journeys, co-design new service models, and translate insights into actionable prototypes and artifacts, partnering with researchers and clients to drive measurable outcomes.

Qualifications

• Systemic thinking; able to see the big picture and nail the important details.
• Ability to translate insights into new ideas and explore possibilities.
• Focus on growing people-first services from value proposition to CX and scale.
• Clear storytelling to communicate concepts to teams, partners, and clients.
• Experience with diverse methods and tools to map service components and touchpoints.

Responsibilities

• Collaborate with cross-functional teams to design multi-channel service experiences.
• Map service journeys and define organizational changes for delivery.
• Articulate changes from user, system, and business perspectives.
• Co-design new service models and value propositions.
• Facilitate sessions with stakeholders to gather inputs.
• Produce artifacts like service blueprints and journey maps.

Skills

Systems thinking

Idea generation

People-first design

Storytelling

Education

College/University Degree

Tools

Adobe

Figma

Sketch

Job description

g2o is seeking a Service Designer to shape end-to-end experiences for clients, applying experience-led thinking to multi-channel service strategies and new business concepts. You’ll work in a collaborative, cross-functional environment to deliver holistic CX improvements.

You will articulate end-to-end service views, map journeys, co-design new service models, and translate insights into actionable prototypes and artifacts, partnering with researchers and clients to drive measurable outcomes.