Service Design and Delivery Lead

Prattwhitney; Kansas; Hybrid; USD 157,000 - 299,000; Full time

Benefits offered by this job

Parental leave

Flexible work schedules

Educational assistance

Child/adult backup care

Job summary

RTX is seeking an experienced Enterprise Service Designer to orchestrate cross‑functional teams and design scalable enterprise services that improve customer experiences and business value. You will map journeys, value streams, service blueprints, workflows, and roadmaps across functions.

You will partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners to standardize, digitize, automate, and apply AI‑enabled services while ensuring

Qualifications

• Must have a Bachelor’s degree with 12+ years in enterprise service design, digital transformation, customer experience, or process design.
• Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models.
• Proven ability to orchestrate cross‑functional teams and influence senior stakeholders. Experience driving standardization, digitization, automation, and AI‑enabled services.
• Strong skills in road mapping, facilitation, stakeholder alignment, and executive communication; experience with ServiceNow, ITIL, Agile, or enterprise service management preferred.

Responsibilities

• Orchestrate cross‑functional teams to design end‑to‑end enterprise services.
• Facilitate creation of wing‑to‑wing value streams and future‑state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Skills

Cross-functional leadership

Systems thinking

Executive facilitation

Stakeholder alignment

AI opportunity identification

Education

Bachelor’s degree in business, Engineering, IT, Design, or related field

Tools

ServiceNow

ITIL

Agile

Enterprise service management

Job description

About the Role

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world‑class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Join us and help shape the future of aerospace and defense. The following position is to join our RTX Enterprise Services team:

The Enterprise Service Designer orchestrates cross‑functional teams to design scalable, end‑to‑end enterprise services that deliver exceptional customer experiences and business value. By applying systems thinking and service design principles, this role facilitates the development of customer journeys, wing‑to‑wing value streams, service blueprints, workflows, and service roadmaps, aligning business, process, technology, and customer experience stakeholders to create standardized, digitally enabled service solutions.

What You Will Do

• Orchestrate cross‑functional teams to design end‑to‑end enterprise services.
• Facilitate the creation of wing‑to‑wing value streams and future‑state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Skills & Competencies

Orchestration & Facilitation: Cross‑functional leadership Executive facilitation Stakeholder alignment Decision facilitation Influence without authority Systems Thinking: Enterprise thinking End‑to‑end value stream design Cross‑functional dependency management Operating model design Service ecosystem thinking Service Architecture & Design End‑to‑end service design Operational experience design Service performance measurement Service ecosystem design Organizational capability mapping Service maturity assessment Human‑centered design Transformation: Service blueprinting Process & workflow design Digital transformation AI opportunity identification Service roadmaps

Qualifications

You Must have Bachelor’s degree in business, Engineering, IT, Design, or related field with 12+ years in enterprise service design, digital transformation, customer experience, or process design. Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models. Proven ability to orchestrate cross‑functional teams and influence senior stakeholders. Experience driving standardization, digitization, automation, and AI‑enabled services. Strong skills in road mapping, facilitation, stakeholder alignment, and executive communication and experience with ServiceNow, ITIL, Agile, or enterprise service management preferred.

What We Offer

Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

• Hired applicants may be eligible for medical, dental, vision, life insurance, short‑term disability, long‑term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays.

Location

This position is remote.

Salary

The salary range for this role is 157,200 USD - 298,800 USD.

Additional Details

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

Equal Opportunity

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

About RTX

RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry‑leading businesses – Collins Aerospace, Pratt & Whitney, and Raytheon. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, Virginia.