Senior Service Designer — End-to-End Enterprise CX

Rockwell Automation; Mayfield Heights (OH); Hybrid; USD 114,000 - 172,000; Full time

Benefits offered by this job

Health Insurance including Medical, Dn

401k

Paid Time off

Parental and Caregiver Leave

Flexible Work Schedule

Job summary

Rockwell Automation is seeking a Senior Service Designer to shape end‑to‑end customer experiences across enterprise platforms. You will collaborate across functions from design to IT, contribute to CX strategy, and help scale service design methods globally, with a hybrid work arrangement in the US.

The role requires a proactive, research‑driven approach, strong facilitation, and a track record of delivering customer‑centered outcomes in industrial or enterprise settings.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 5+ years in service design, customer experience, or related discipline.
• 5+ years in industrial, manufacturing, or enterprise environments.

Responsibilities

• Discover & Define: conduct research to understand customer, partner, and employee needs; synthesize insights into clear problem statements and opportunity areas.
• Design End-to-End Experiences: create and evolve journey maps, service blueprints, and experience frameworks across digital, human, and operational touchpoints.
• Drive Collaboration & Alignment: facilitate co‑creation workshops with partners; collaborate with product, IT, operations, and SMEs.
• Deliver & Scale Impact: prototype and test service concepts; define and track CX metrics (NPS, CSAT, CES).
• Enable a Customer-Centered Culture: share insights and best practices across teams; contribute to CX standards.

Skills

Journey mapping

Service blueprinting

Workshop facilitation

CX metrics

Enterprise platforms

Education

Bachelor's degree

Bachelor's degree in Service Design, UX, Human-Centered Design, Business, or related field

Tools

CRM

ERP

Commerce systems

Job description

Rockwell Automation is seeking a Senior Service Designer to shape end‑to‑end customer experiences across enterprise platforms. You will collaborate across functions from design to IT, contribute to CX strategy, and help scale service design methods globally, with a hybrid work arrangement in the US.

The role requires a proactive, research‑driven approach, strong facilitation, and a track record of delivering customer‑centered outcomes in industrial or enterprise settings.