Senior Service Design Leader - Branch Experience

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

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.