Senior Service Designer

Service Design Jobs; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Job summary

Service Design Jobs is seeking a Service Designer to connect business strategy with user experiences across end-to-end journeys, aligning teams to drive efficiency and reduce risk. You will design new experiences and identify where AI can enhance workflows, shaping how AI-enabled processes fit within the broader service ecosystem.

In partnership with UX, Research, Product, Engineering, Operations, and Business teams, you will lead early-stage initiatives, govern design strategies, and influence

Qualifications

• 10-15 years of relevant experience in service design, process re-engineering, design strategy, or management consulting.
• Familiarity with AI capabilities and translating them into workflow opportunities.
• Systems-thinking approach with ability to influence business architecture.
• Experience partnering with UX, Research, Product, and Engineering teams to design complex software.

Responsibilities

• Lead early-stage cross-functional initiatives, driving direction and ensuring Design & UX influence in governance.
• Infuse service design tools and methods into product processes to improve clarity and quality.
• Advocate for service design methods within Design & UX and with stakeholder teams.
• Assess risk and promote sound ethical judgment across service design practices.
• Scope end-to-end service design initiatives aligned with business goals and strategy.
• Plan and conduct qualitative discovery research, independently or with Research.
• Identify opportunities across journeys, including AI use cases and process updates.
• Build buy-in for future-state strategies and define required capabilities and roadmaps.
• Contribute to journey orchestration and knowledge management across platforms.
• Create journey maps, service blueprints, infographics, and prototypes for insights.
• Translate artifacts for audiences from execution teams to senior leadership.
• Cultivate stakeholder buy-in and negotiate conflicting priorities.
• Plan, coordinate, and facilitate co-design workshops (in-person/digital).
• Develop and deliver executive-facing presentations.

Job description

Who are we?

For the past 20 years, we have powered many Digital Experiences for the Fortune 500. Since 1999, we have grown from a few people to more than 4000 team members across the globe that are engaged in various Digital Modernization. Our current focus and innovation in Digital Hyper expansion TM offers nearly limitless opportunities for career growth. For a brief 1-minute video about us, you can check out https://youtu.be/uJWBWQZEA6o.

Photon is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We bring out the best in each other.

Service Designer, you will connect business strategy to user experience by aligning people, process, technology, and touchpoints across end-to-end experiences to drive efficiency, reduce risk, and improve customer and employee outcomes. In partnership with UX, Research, Product, Engineering, Operations, and Business teams, you will design new and improved experiences, including identifying where AI can enhance or automate workflows and shaping how AI-enabled processes fit within broader service ecosystems. Through mapping and visualization tools, co-design workshops, and strategic frameworks, your work will directly influence service and product strategy. Ultimately, your visibility and influence across Technology will position the Design & UX organization as a catalyst for transformation across the bank.

Responsibilities

• Design Leadership & Vision:
• Lead or partner on early-stage cross-functional initiatives, driving direction and ensuring Design & UX's influence and representation in governance and strategic decision making.
• Drive business impact by infusing service design tools, methods, and mindsets into design and product processes to increase clarity, efficacy, and quality of work on new and existing experiences.
• Advocate for, and act as a cultural ambassador of, service design methods, tools, and mindsets within Design & UX and with stakeholders' teams.
• Appropriately assess risk and advocate for sound ethical judgement across service design practices.
• Service Transformation & Design Strategy:
• Scope end-to-end service design initiatives based on business, user, and stakeholder needs and strategic objectives, identifying appropriate methods, activities, and artifacts.
• Plan, conduct, and synthesize qualitative stakeholder and end-user discovery research independently or in partnership with the Research team.
• Assess, identify, and prioritize in-journey, cross-journey, and cross-platform opportunities, including AI use cases, automations, and updates to processes, platforms, ecosystems, or operating models.
• Drive and build buy-in for future-state strategies and identify high-level capabilities, requirements, roadmaps, and change-management elements needed to bridge vision to execution.
• Contribute to journey orchestration and journey-knowledge management across platforms and lines of business to understand the full end-to-end experience for clients and employees.
• Artifacts & Decisioning Tools:
• Design provocations and visual representations of insights, including journey, process, and ecosystem maps, service blueprints, infographics, and conceptual wireframes or prototypes
• Translate and adapt artifacts across audiences and levels of elevation to support specific objectives, from informing UX execution to persuading senior leadership.
• Stakeholder Engagement
• Cultivate stakeholder buy-in and influence complex decision making by diplomatically negotiating conflicting perspectives and priorities.
• Plan, coordinate, and facilitate in-person or digital co-design workshops
• Develop and deliver presentations for executive leadership and peers that clearly communicate insights, strategies, and results through tailored storytelling.

Qualifications

Service design and design strategy are interdisciplinary practices and we welcome candidates with varied work experiences; Experience in financial services and/or regulated environments is nice-to-have. Candidates are required to have the following:

• 10-15 years of relevant experience in service design, process re-engineering, design strategy, user experience, user research, innovation strategy, business transformation, or management consulting.
• Familiarity with core AI capabilities and practical experience translating them into workflow opportunities (e.g., document extraction, automated decisioning, maker-checker automation) and designing how AI agents coordinate and operate within end-to-end service experiences.
• Orientation toward systems-thinking problem solving, with the ability to understand, illustrate, communicate, and influence business architecture.
• Experience partnering with UX, Research, Product, Operations, Engineering, and Business teams to design complex software solutions under ambiguous circumstances and shifting priorities.
• Demonstrated experience as a strong leader who can prioritize well, communicate clearly and compellingly, and influence across cross-functional teams.
• Excellent program or project management skills.
• Experience using digital collaborative whiteboards, graphic or interface design tools (including Figma / FigJam), and research/insight/repository platforms; willingness to use Microsoft Office.
• Familiarity using AI tools to support service-design workflows—including research synthesis, insight generation, concept development, and rapid creation of artifacts such as journey maps, service blueprints, and scenario visualizations.

Featured benefits

Medical insurance, Vision insurance, Dental insurance, 401(k)

Requirements added by the job poster

10+ years of work experience with Service Design

2+ years of work experience with Blueprint

2+ years of work experience with Artificial Intelligence for Design