Senior Service Design Lead - AI-Driven Transformation

Service Design Jobs; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Job summary

Service Design Jobs is seeking a Service Designer to connect business strategy with user experiences across end-to-end journeys, aligning teams to drive efficiency and reduce risk. You will design new experiences and identify where AI can enhance workflows, shaping how AI-enabled processes fit within the broader service ecosystem.

In partnership with UX, Research, Product, Engineering, Operations, and Business teams, you will lead early-stage initiatives, govern design strategies, and influence

Qualifications

• 10-15 years of relevant experience in service design, process re-engineering, design strategy, or management consulting.
• Familiarity with AI capabilities and translating them into workflow opportunities.
• Systems-thinking approach with ability to influence business architecture.
• Experience partnering with UX, Research, Product, and Engineering teams to design complex software.

Responsibilities

• Lead early-stage cross-functional initiatives, driving direction and ensuring Design & UX influence in governance.
• Infuse service design tools and methods into product processes to improve clarity and quality.
• Advocate for service design methods within Design & UX and with stakeholder teams.
• Assess risk and promote sound ethical judgment across service design practices.
• Scope end-to-end service design initiatives aligned with business goals and strategy.
• Plan and conduct qualitative discovery research, independently or with Research.
• Identify opportunities across journeys, including AI use cases and process updates.
• Build buy-in for future-state strategies and define required capabilities and roadmaps.
• Contribute to journey orchestration and knowledge management across platforms.
• Create journey maps, service blueprints, infographics, and prototypes for insights.
• Translate artifacts for audiences from execution teams to senior leadership.
• Cultivate stakeholder buy-in and negotiate conflicting priorities.
• Plan, coordinate, and facilitate co-design workshops (in-person/digital).
• Develop and deliver executive-facing presentations.

Job description

Service Design Jobs is seeking a Service Designer to connect business strategy with user experiences across end-to-end journeys, aligning teams to drive efficiency and reduce risk. You will design new experiences and identify where AI can enhance workflows, shaping how AI-enabled processes fit within the broader service ecosystem.

In partnership with UX, Research, Product, Engineering, Operations, and Business teams, you will lead early-stage initiatives, govern design strategies, and influence