Senior Service Designer

Rockwell Automation; Milwaukee (WI); Hybrid; USD 114,000 - 172,000; Full time

Benefits offered by this job

Health Insurance including Medical,​{D

401k

Paid Time off

Parental and Caregiver Leave

Flexible Work Schedule

Job summary

Rockwell Automation is seeking a Senior Service Designer for the Enterprise Customer Experience (ECX) team. You will research, synthesize insights, and design end-to-end experiences across digital, human, and operational touchpoints, collaborating with partners and cross-functional teams.

You will guide journey maps and service blueprints, facilitate workshops, and help scale CX metrics while contributing to CX standards.

Qualifications

• Bachelor's degree required.
• We will not sponsor individuals to work in the U.S.
• 5+ years of experience in service design, customer experience, or 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.

Responsibilities

• Discover & Define: research needs, behaviors, and pain points.
• Synthesize insights into problem statements and opportunities.
• Design End-to-End Experiences across digital, human, and operational touchpoints.
• Create and evolve journey maps, service blueprints, and experience frameworks.
• Drive collaboration & alignment through co-creation workshops.
• Collaborate with product, IT, operations, and subject matter experts.
• Prototype and test service concepts to validate ideas.
• Define and track CX metrics (e.g., NPS, CSAT, CES).
• Enable a Customer-Centered Culture by sharing insights and best practices.

Skills

5+ years experience

Workshop facilitation

Customer journey mapping

Service design

Communication

Education

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

Job description

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

• 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. #LI-Hybrid #LI-JG1 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. Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 28,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing the Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com.

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!