Senior Service Designer

H&R Block; Missouri; Hybrid; USD 89,800 - 134,700; Full time

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Retirement savings plan

Job summary

A leading tax and financial services firm is seeking a Senior Service Designer to lead service design projects. In this role, you'll collaborate with product, design, and operations teams to create meaningful client experiences. The ideal candidate will have over 8 years of experience in service design, strong communication skills, and proficiency in design tools. This role offers competitive compensation and benefits, and a preference for candidates based in Kansas City.

Qualifications

• 8+ years of professional experience leading service design or experience strategy initiatives.
• Proven ability to influence and align senior stakeholders.
• Deep expertise in human-centered design and journey mapping.

Responsibilities

• Lead multiple high-impact service design initiatives end-to-end.
• Partner strategically with senior leaders to shape problem definitions.
• Plan and conduct complex research to uncover customer motivations.

Skills

Human-centered design

Journey mapping

Facilitation

Service blueprints

Collaboration skills

Visual communication

Education

Relevant bachelor’s degree from a 4-year college or university

Tools

Miro

FigJam

Figma

Job description

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Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!

What you'll do

At H&R Block, we’re reimagining how we serve our clients and communities, and we’re looking for a Senior Service Designer to help bring that vision to life. In this role, you’ll own and lead service design projects from planning through delivery, collaborating with product, design, research, and operations partners to create meaningful experiences that connect customer needs with business goals. By conducting research, mapping end‑to‑end journeys, and facilitating workshops with cross‑functional teams, you’ll uncover insights, remove barriers, and shape seamless services that make a lasting impact. From defining North Star visions to prototyping new offerings, you’ll play a key role in turning strategy into action and designing solutions that drive both client success and business growth.

Day to day, you’ll

• Lead multiple high‑impact service design initiatives end‑to‑end from scoping and planning through research, synthesis, and delivery driving clarity, alignment, and measurable outcomes across teams
• Partner strategically with senior product, design, research, and operations leaders to shape problem definitions, prioritize opportunities, and influence decision‑making at the program or portfolio level
• Plan and conduct complex generative and evaluative research to uncover customer motivations, behaviors, and ecosystem‑level pain points translating insights into actionable service opportunities
• Map and model end‑to‑end service ecosystems (journeys, blueprints, experience flows), identifying systemic risks, gaps, and interdependencies across roles, systems, and touchpoints
• Design and facilitate high‑stakes workshops and co‑creation sessions with cross‑functional stakeholders and leadership to align on North Star experiences, service principles, and transformation roadmaps
• Shape future‑state service models and prototypes that connect strategy to execution, testing and validating new ways of working, roles, and client experiences before scaling
• Advance design maturity by mentoring others, establishing repeatable methods, and evolving the tools, frameworks, and playbooks that elevate how service design is practiced across the organization
• Balance user needs, business goals, and operational realities applying a systems‑thinking mindset to ensure every solution delivers both client and organizational value

Education

• Relevant bachelor’s degree from a 4‑year college or university, or equivalent professional experience

Work Experience

• 8+ years of professional experience leading service design or experience strategy initiatives that span people, process, and technology with measurable impact in real‑world implementations
• Proven ability to influence and align senior stakeholders, facilitate decision‑making, and translate ambiguity into clarity and direction
• Deep expertise in human‑centered design, journey mapping, service blueprints, and continuous service improvement
• Strong collaboration skills across business, product, marketing, and technology functions
• Demonstrated ability to define frameworks and standards that raise the bar for how design is done across teams
• Proficiency in Miro, FigJam, Figma, and other facilitation or prototyping tools
• Exceptional visual, verbal, and written communication skills, with an ability to craft compelling narratives that connect insights to outcomes
• Working remotely is possible; being based in Kansas City with our design team is preferred

Why work for us

Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well‑being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.

Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex‑based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

Pay Range Information: The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job‑related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short‑term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range: $89,800.00 – $134,700.00 / Yr.