Senior Service Designer

Rockwell Automation; Chelmsford (MA); Hybrid; USD 114,000 - 172,000; Full time

Benefits offered by this job

Health Insurance

401k

Paid Time off

Parental and Caregiver Leave

Flexible Work Schedule

Job summary

Rockwell Automation in the United States is seeking a Senior Service Designer to join the Enterprise Customer Experience (ECX) organization. You will work on complex, enterprise-wide initiatives that shape how customers, partners, and employees interact across our ecosystem.

This hybrid role is based in Milwaukee or another Rockwell location. You will collaborate across functions, explore problems, and help ensure we solve the right challenges, not just deliver outputs.

Qualifications

• Bachelor's degree required and legal authorization to work in the U.S.
• 5+ years of experience in service design, customer experience, or a related discipline
• 5+ years of experience in industrial, manufacturing, or enterprise environments
• Proficiency in journey mapping, service blueprinting, and workshop facilitation
• Experience with enterprise platforms (CRM, ERP, etc.) and understanding their impact on end-to-end experiences

Responsibilities

• Discover & Define customer and partner needs and pain points.
• Design end-to-end experiences across digital, human, and operational touchpoints.
• Drive collaboration through co-creation workshops with partners.
• Deliver and scale CX concepts, prototypes, and metrics.
• Enable a customer-centered culture by sharing insights and best practices across teams

Skills

Journey mapping

Workshop facilitation

CX strategy

Stakeholder management

Research methods

Education

Bachelor's degree

Bachelor's degree in Service Design, UX, Human-Centered Design, Business, or related field

Tools

CRM

ERP

Job description

Locations

Milwaukee, Wisconsin, United States; Chelmsford, Massachusetts, United States; Mayfield Heights, Ohio, United States; Chicago, Illinois, United States.

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Job Description

At Rockwell Automation, we design end-to-end experiences that support industries around the world. As a Senior Service Designer within our Enterprise Customer Experience (ECX) organization, you'll work on complex, enterprise-wide initiatives that shape how customers, partners, and employees interact across our ecosystem.

You will be part of the ECX team within the broader Business Transformation organization, where design plays an active role in defining how experiences, processes, and systems come together. You will be involved early, collaborate closely across functions, and help ensure we are solving the right problems - not just delivering outputs.

You'll work as part of a collaborative, global team based primarily in the US, with strong partnerships across regions. Our team brings diverse cultural and professional perspectives, which directly influences how we design solutions that must work across markets, industries, and user types worldwide.

You will report to the CX Design Leader and sit in a hybrid capacity from either our Milwaukee, Wisconsin office or another Rockwell Automation office location.

Your Responsibilities

As a Service Designer, you'll contribute across the full lifecycle of experience design - connecting customer needs with business goals and operational realities.

Discover & Define

• Conduct research to understand customer, partner, and employee needs, behaviors, and pain points
• Synthesize insights into clear problem statements and opportunity areas

Design End-to-End Experiences

• Create and evolve journey maps, service blueprints, and experience frameworks
• Design across digital, human, and operational touchpoints

Drive Collaboration & Alignment

• Facilitate co-creation workshops with partners
• Collaborate with product, IT, operations, and subject matter experts

Deliver & Scale Impact

• Prototype and test service concepts to validate and refine ideas
• Define and track CX metrics (e.g., Net Promoter Score, Customer Satisfaction, Customer Effort)

Enable a Customer-Centered Culture

• Share insights, tools, and best practices across teams
• Contribute to the evolution of service design methods and CX standards within the organization

The Essentials - You Will Have

• Bachelor's degree.
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visa, now or in the future, for this job opening.

The Preferred - You Might Also Have

• Bachelor's degree in Service Design, UX, Human-Centered Design, Business, or a related field.
• 5+ years of experience in service design, customer experience, or a related discipline
• 5+ years of experience in industrial, manufacturing, or enterprise environments
• Proficiency in journey mapping, service blueprinting, and workshop facilitation.
• Strong ability to structure problems, synthesize insights, and communicate clearly.
• Experience using research and data to inform decisions
• Familiarity with design thinking and customer research methodologies.
• Experience working with enterprise platforms (e.g., CRM, ERP, commerce systems) and understanding their impact on end-to-end experiences.

What We Offer

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to set a schedule flexible with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

This role is a part of a job family. Compensation will be determined by skills and experience level.

For this role, the Base Salary Compensation is from $114,400 - $171,600 with an annual target bonus of 5% of base salary. Our benefits for the US can be found here. Actual pay will be based on factors such as skills, knowledge, education, and experience.

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at [phone].

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.