Senior Service Designer / Contract / Remote

Motion Recruitment; New York (NY); Remote; USD 110,000 - 165,000; Full time

Job summary

Motion Recruitment is seeking a Senior Service Designer for a fully remote role aligned to EST business hours. The position is a 1-year W2 contract with benefits and offers high-visibility work on customer experience initiatives in aerospace & defense.

You will own scoping, stakeholder collaboration, and delivery of service design projects, design surveys, and leverage dashboards to visualize feedback. Experience with GA4, Qualtrics, and design tools is required.

Qualifications

• 5+ years in Service Design, UX Strategy, UX Research, and/or UX Architecture, developing customer journey maps, experience maps, service blueprints, personas, and current/future-state experience mapping
• Experience conducting user/stakeholders interviews & workshops, as well as presenting insights to senior leadership, distilling complex data to a simple storyline
• Experience with Figma/FigJam, Miro, Mural, or similar whiteboarding/collaboration tools
• Ability to apply behavioral/product analytics into UX decisions using GA4, Adobe Analytics, or equivalent data visualization tools
• Hands-on research experience using Qualtrics, UserTesting, Dovetail, or equivalent for user/usability testing

Responsibilities

• Own the scoping, partner identification, deliverables, timelines, and delivery of service design projects in collaboration with stakeholders across product, design, research, and operations
• Design surveys, reviews, and leverage conversion dashboards to gather and visualize customer feedback, identifying dependencies and gaps in service offerings
• Leverage data to drive product development initiatives, advocating for the customer experience
• Lead initiatives that optimize pricing, cross-sells, and upsells to ensure customers' needs align to product and value

Skills

Service Design

UX Strategy

UX Research

UX Architecture

Customer journey maps

Personas

Data visualization

GA4

Adobe Analytics

Qualtrics

UserTesting

Dovetail

Education

Bachelor's Degree in Service Design / HCI or related field

Tools

Figma/FigJam

Miro

Mural

GA4

Adobe Analytics

Qualtrics

UserTesting

Dovetail

Job description

Our client, a leader in aerospace & defense, is looking to hire a Senior Service Designer. This is a fully remote role that will align to EST business hours!

• This job is a 1-year W2 contract role with benefits!*>

As a Senior Service Designer, you will own critical Customer Experience initiatives with high visibility to leadership, seeking to achieve quality, efficiency, and scalability for enterprise aerospace & defense products.

What You’ll Be Doing

• Own the scoping, partner identification, deliverables, timelines, and delivery of service design projects in collaboration with stakeholders across product, design, research, and operations
• Design surveys, reviews, and leverage conversion dashboards to gather and visualize customer feedback, identifying dependencies and gaps in service offerings
• Leverage data to drive product development initiatives, advocating for the customer experience
• Lead initiatives that optimize pricing, cross-sells, and upsells to ensure customers' needs align to product and value

Required Skill & Qualifications

• 5+ years in Service Design, UX Strategy, UX Research, and/or UX Architecture, developing customer journey maps, experience maps, service blueprints, personas, and current/future-state experience mapping
• Experience conducting user/stakeholders interviews & workshops, as well as presenting insights to senior leadership, distilling complex data to a simple storyline
• Experience with Figma/FigJam, Miro, Mural, or similar whiteboarding/collaboration tools
• Ability to apply behavioral/product analytics into UX decisions using GA4, Adobe Analytics, or equivalent data visualization tools
• Hands-on research experience using Qualtrics, UserTesting, Dovetail, or equivalent for user/usability testing

Desired Skills & Experience

• Bachelor's Degree in Service Design, Human Computer Interaction, or related field
• Experience applying AI, automation, data, or emerging technology to experience strategies
• Prior experience in highly regulated industries including aerospace/defense, pharmaceuticals, finance, etc. preferred!

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