Senior Service Design Lead

Edward Jones; Tempe (AZ); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Life insurance

401k plan

Flexible spending accounts

Paid holidays

Job summary

Edward Jones is seeking a Senior Service Designer to help deliver world-class branch experiences for financial advisors and clients. You will partner with business, technology, risk, data, and product teams to shape service vision and executable solutions.

The role emphasizes user research, journey mapping, service blueprints, and cross-functional collaboration within a modern design function supporting Tempe and other offices.

Qualifications

• 5+ years of experience designing and delivering complex service design solutions across multiple customer and business touchpoints.
• Bachelor's degree in Service Design, Business Design, Human-Centered Design, or related field; visual or experience design a plus.
• Deep expertise in service design, strategic design, and user-centered design methodologies.
• Proven ability to conduct, analyze, and synthesize research into actionable insights and design opportunities.
• Strong ability to create journey maps, service blueprints, prototypes, and design specifications.
• Hands-on practitioner with experience in service design, UX design, interaction design, and service prototyping.
• Skilled facilitator with experience leading workshops, design sprints, and cross-functional collaboration.

Responsibilities

• Document processes and service journeys with business partners and SMEs.
• Facilitate information-gathering sessions and workshops using virtual whiteboarding tools like Mural.
• Research and document business rules, applications, data use, and risks shaping the branch experience.
• Plan and execute system mapping, customer journeys, service blueprints, scenarios, and service specifications.
• Analyze research to identify insights and user needs.
• Validate current-state maps and blueprints with SMEs and partners.
• Document maps and blueprints in standard formats for reusability.
• Create presentations and strategy docs that translate insight into executable solutions.
• Collaborate with product owners to define product and service vision, drive decisions, estimate needs and schedules.

Skills

Service design

UX design

Interaction design

Service prototyping

Facilitation

Workshop leadership

Agile methodologies

Storytelling/presentation

Communication with stakeholders

Education

Bachelor's degree in Service Design

Tools

Mural

Job description

This job posting is anticipated to remain open for 30 days, from 24-Sep-2026. The posting may close early due to the volume of applicants.

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we’re proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report.

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

Our Branch Design & Innovation team within the firm’s Enterprise design function designs coherent, delightful, human-centered branch experiences that empowers Financial Advisors and Branch Teams to do their best work — so they can serve clients with confidence, efficiency, and trust, today and into the future. The team brings together expertise in design and UX strategy, research, prototyping, and UX production design—turning insight and strategy into impactful, executable solutions.

As a Senior Service Designer, you will play a critical role in realizing the firm’s goals to efficiently and effectively deliver world-class value to our branch teams, and ultimately our clients. Your expertise will be used to uncover internal and external user needs to identify and improve processes using voice of the user, user research, design thinking & operational excellence. You will partner with business, technology, risk, data and platform subject matter experts from across the firm to help define the product & service vision that delivers value that aligns with the firm’s strategic outcomes.

What You Will Do:

• Partner reciprocally with business partners and subject matter experts across business, technology, risk, data, and platform teams to accurately and completely document processes and service journeys — both current and future state.
• Facilitate information-gathering sessions and workshops with subject matter experts to build shared, exchanged views of current-state processes, using virtual whiteboarding tools such as Mural as well as in-person whiteboarding.
• Research and document business rules, applications, data use, and risks that shape the branch experience.
• Plan and execute system mapping, customer journeys, service blueprints, scenarios, and service specifications.
• Analyze research to identify and generate meaningful insights and behavioral patterns that uncover internal and external user needs.
• Validate and communicate the details of current-state process maps and service blueprints with subject matter experts and key partners.
• Document process maps and service blueprints in standard formats, ensuring consistency and reusability across the team.
• Create presentations and design strategy documentation that turn insight and strategy into impactful, executable solutions.
• Collaborate with product owners and leaders to define the product and service vision, drive decisions, track issues, and help estimate resourcing, needs, and schedules.

What Experience You Need:

• 5+ years of experience designing and delivering complex service design solutions across multiple customer and business touchpoints.
• Bachelor's degree in Service Design, Business Design, Human-Centered Design, or a related field; experience in visual or experience design is a plus.
• Deep expertise in service design, strategic design, and user-centered design methodologies, with a passion for solving complex customer and business challenges.
• Proven ability to conduct, analyze, and synthesize qualitative and quantitative research into actionable insights and design opportunities.
• Strong proficiency in creating and communicating journey maps, service blueprints, service concepts, prototypes, and design specifications.
• Hands‑on practitioner with experience in service design, UX design, interaction design, and service prototyping, supported by a strong portfolio of impactful work.
• Skilled facilitator with experience leading workshops, design sprints, training sessions, and cross‑functional collaboration activities.
• Excellent communication, storytelling, and presentation skills, with the ability to influence stakeholders, articulate design strategies, and build strong client relationships.
• Collaborative, adaptable, and growth‑oriented professional with knowledge of Agile methodologies, an understanding of technology's impact on design, and a positive, proactive approach to problem solving.

Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week effective June 1, 2026. Before June 1, 2026, candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax‑advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones