Senior Service Designer

Rockwell Automation; Mayfield Heights (OH); Hybrid; USD 114,000 - 172,000; Full time

Benefits offered by this job

Health Insurance including Medical, Dn

401k

Paid Time off

Parental and Caregiver Leave

Flexible Work Schedule

Job summary

Rockwell Automation is seeking a Senior Service Designer to shape end‑to‑end customer experiences across enterprise platforms. You will collaborate across functions from design to IT, contribute to CX strategy, and help scale service design methods globally, with a hybrid work arrangement in the US.

The role requires a proactive, research‑driven approach, strong facilitation, and a track record of delivering customer‑centered outcomes in industrial or enterprise settings.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 5+ years in service design, customer experience, or related discipline.
• 5+ years in industrial, manufacturing, or enterprise environments.

Responsibilities

• Discover & Define: conduct research to understand customer, partner, and employee needs; synthesize insights into clear problem statements and opportunity areas.
• Design End-to-End Experiences: create and evolve journey maps, service blueprints, and experience frameworks across digital, human, and operational touchpoints.
• Drive Collaboration & Alignment: facilitate co‑creation workshops with partners; collaborate with product, IT, operations, and SMEs.
• Deliver & Scale Impact: prototype and test service concepts; define and track CX metrics (NPS, CSAT, CES).
• Enable a Customer-Centered Culture: share insights and best practices across teams; contribute to CX standards.

Skills

Journey mapping

Service blueprinting

Workshop facilitation

CX metrics

Enterprise platforms

Education

Bachelor's degree

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

Tools

CRM

ERP

Commerce systems

Job description

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 the work 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.