Senior Service Designer: AI-Enabled Digital Transformation

Photon

New York (NY)

On-site

USD 150,000 - 190,000

Full time

39 hours ago

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Job summary

Photon in New York seeks an experienced Service Designer to 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

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.

Responsibilities

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.
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.