Senior Service Designer - AI-Enabled Experience Strategy

Service Design Jobs; New York (NY); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Job summary

Service Design Jobs in New York seeks a senior Service Designer to connect business strategy with user experiences, aligning people, processes, technology, and touchpoints across end-to-end journeys.

You will partner with UX, Research, Product, Engineering, Operations, and Business teams to design AI-enabled workflows and map how AI fits within broader service ecosystems.

The ideal candidate has 10+ years in service design, strong leadership, and experience with Figma, FigJam, and MS Office.

Qualifications

• 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 translating them into workflow opportunities (e.g., document extraction, automated decisioning) and designing how AI agents coordinate within end-to-end service experiences.
• Orientation toward systems-thinking problem solving and ability to influence business architecture.
• Experience partnering with UX, Research, Product, Operations, Engineering, and Business teams to design complex software solutions under ambiguity.
• Demonstrated leadership, strong communication, and cross-functional influence.
• Excellent program or project management skills.
• Experience using digital collaboration tools like Figma/FigJam and MS Office; willingness to use AI design tools.
• Experience using AI tools to support service-design workflows including journey maps and service blueprints.

Responsibilities

• Design Leadership & Vision: Lead cross-functional initiatives and ensure Design & UX influence in governance and strategy decisions.
• Drive business impact by infusing service design tools and mindsets into processes to improve clarity and quality.
• Advocate for service design methods within Design & UX and with stakeholders.
• Assess risk and promote ethical judgement across service design practices.
• Scope end-to-end service design initiatives based on needs and objectives.
• Plan and conduct stakeholder and end-user discovery research, independently or with Research.
• Identify opportunities across journeys and platforms, including AI use cases and automations.
• Contribute to journey orchestration and knowledge management across platforms.
• Create and deliver visuals like journey maps, service blueprints, and prototypes.
• Develop executive-ready presentations communicating insights and results.

Skills

Design leadership

AI capabilities

Systems thinking

Cross-functional collaboration

Program management

Figma

FigJam

Microsoft Office

AI in workflows

Tools

Figma

FigJam

Microsoft Office

Job description

Service Design Jobs in New York seeks a senior Service Designer to connect business strategy with user experiences, aligning people, processes, technology, and touchpoints across end-to-end journeys.

You will partner with UX, Research, Product, Engineering, Operations, and Business teams to design AI-enabled workflows and map how AI fits within broader service ecosystems.

The ideal candidate has 10+ years in service design, strong leadership, and experience with Figma, FigJam, and MS Office.