Service Designer

M Inc; Maryland; On-site; USD 90,000 - 105,000; Full time

Job summary

Momentum, Inc. seeks a Service Designer to lead the design and improvement of end-to-end service experiences. You will apply human-centered design, conduct user research, and create service design artifacts while partnering with cross-functional teams to improve experiences and business outcomes.

The role emphasizes collaboration with business, product, technology, and operations, with focus on measuring outcomes and driving adoption of service design practices across the organization.

Qualifications

• Bachelor's degree in a related field.
• Minimum of five years of experience in Service Design, UX, CX or related discipline.
• Experience planning and facilitating workshops and collaborative design activities.
• Experience conducting qualitative and quantitative user research.
• Strong understanding of service design methodologies and design thinking.
• Experience creating service blueprints, journey maps, personas and other artifacts.
• Excellent communication, facilitation, and stakeholder management skills.

Responsibilities

• Lead discovery activities to understand user needs and opportunities for service improvement.
• Design and map end-to-end service experiences across people, processes, policies, and technology.
• Plan and facilitate workshops and stakeholder meetings to gather insights and build alignment.
• Conduct user research using interviews, observations, surveys, and usability testing.
• Synthesize research findings into actionable recommendations and communicate insights to stakeholders.
• Develop service blueprints, customer journey maps, personas, ecosystem maps, and other service design artifacts.
• Collaborate with business, product, technology, and operational teams to translate insights into service improvements.
• Define success metrics and support the measurement of outcomes related to customer experience and service performance.
• Apply human-centered design principles to identify and prioritize opportunities for innovation and continuous improvement.
• Support organizational adoption of service design practices and customer-centered approaches.

Skills

Workshop facilitation

User research

Service design

Design thinking

Stakeholder management

Education

Bachelor's degree

Tools

Figma

Miro

FigJam

Lucidchart

Job description

The Service Designer will lead the design and improvement of end-to-end service experiences by applying human-centered design practices, service design methodologies, and customer research. This role partners with cross-functional teams to understand user needs, identify service gaps, and develop solutions that improve experiences, operational efficiency, and business outcomes. The Service Designer will facilitate collaboration among stakeholders, conduct research, create service design artifacts, and help teams measure the effectiveness of service improvements.

Responsibilities

• Lead discovery activities to understand user needs, pain points, and opportunities for service improvement.
• Design and map end-to-end service experiences across people, processes, policies, and technology.
• Plan and facilitate workshops, design sessions, and stakeholder meetings to gather insights and build alignment.
• Conduct user research using interviews, observations, surveys, and usability testing.
• Synthesize research findings into actionable recommendations and communicate insights to stakeholders.
• Develop service blueprints, customer journey maps, personas, ecosystem maps, and other service design artifacts.
• Collaborate with business, product, technology, and operational teams to translate insights into service improvements.
• Define success metrics and support the measurement of outcomes related to customer experience and service performance.
• Apply human-centered design principles to identify and prioritize opportunities for innovation and continuous improvement.
• Support organizational adoption of service design practices and customer-centered approaches.

Required Qualifications

• Bachelor's degree in Human-Centered Design, User Experience, Design, Business, Information Systems, Psychology, or a related field.
• Minimum of five (5) years of experience in Service Design, User Experience Design, Customer Experience, Human-Centered Design, or a related discipline.
• Experience planning and facilitating workshops, stakeholder sessions, and collaborative design activities.
• Experience conducting qualitative and quantitative user research.
• Strong understanding of service design methodologies and design thinking practices.
• Experience creating service blueprints, journey maps, personas, and other research-based artifacts.
• Excellent communication, facilitation, and stakeholder management skills.

Preferred Qualifications

• Experience supporting business transformation, digital transformation, or process improvement initiatives.
• Experience defining and measuring customer experience metrics and KPIs.
• Familiarity with design and collaboration tools such as Figma, Miro, FigJam, Lucidchart, or similar platforms.
• Experience working within complex organizations with multiple stakeholder groups

Compensation: $90,000.00 - $105,000.00 per year

Momentum, Inc. (Momentum) is a small, women-owned IT and Management Consulting firm based in Camp Hill, Pennsylvania. Founded in 1998, Momentum has grown to employ more than 75 employees and expand its services to public and private sector clients throughout the mid-Atlantic region, resulting in the successful delivery of more than 450 projects to more than 100 unique customers of all shapes and sizes across a broad range of industries and specialties.

Momentum is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and not on race, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law.

Momentum provides a full complement of technical and professional services within our four core service offerings: