Service Designer

Marathon TS; United States; On-site; USD 80,000 - 120,000; Full time

Job summary

Marathon TS is seeking a Service Designer who will focus on designing and improving end-to-end service experiences across customer-facing and internal systems. This role collaborates closely with UX designers, researchers, and product managers to shape service strategies and deliver actionable design recommendations. The ideal candidate will possess strong communication skills and experience in both service design and operational execution, capable of navigating complexity in a fast-paced environment.

Qualifications

• Experience designing both customer-facing experiences and internal/operational services.
• Comfortable navigating ambiguity and quickly adapting to changing priorities.
• A pragmatic designer with a blend of service design and business execution.

Responsibilities

• Develop service blueprints and customer journey maps.
• Plan and conduct generative and evaluative research.
• Facilitate ideation workshops and co-creation sessions.

Skills

Experience designing customer-facing experiences

Strong communication and storytelling skills

Ability to navigate ambiguity

Job description

The Service Designer focuses on designing and improving end‑to‑end service experiences across customer‑facing and internal systems, spanning people, processes, policies, and platforms. This role goes beyond interface design to shape how services operate holistically, ensuring they are usable, scalable, and aligned to business and operational needs.

The Service Designer partners closely with UX designers, researchers, product managers, engineers, and business stakeholders to translate complex ecosystems into clear service models, drive informed investment decisions, and define a compelling service vision.

Key Responsibilities

• Develop service blueprints, customer journey maps, and ecosystem diagrams to illustrate end‑to‑end experiences and complex relationships across users, teams, processes, and platforms
• Plan and conduct generative and evaluative research, using a variety of qualitative and quantitative methods to uncover user needs, test hypotheses, and inform service direction
• Deliver frameworks for competitive and comparative research that guide investment decisions across customer‑facing and internal capabilities
• Translate research insights into clear, actionable recommendations that shape service strategy, operating models, and experience improvements
• Facilitate ideation workshops, co‑creation sessions, and prototyping exercises to explore service concepts and validate solutions
• Collaborate closely with UX designers (who focus on interface and interaction design), ensuring that screen‑level experiences align to the broader service ecosystem
• Support initiatives with research, visual design, or strategic thinking as needed, while maintaining a service‑level perspective
• Create and deliver executive‑level presentations that clearly communicate service vision, trade‑offs, and opportunities
• Operate effectively in a fast‑paced, multi‑stakeholder environment, balancing human‑centered design principles with business realities

What We’re Looking For

• Experience designing both customer‑facing experiences and internal/operational services, not just digital interfaces
• A background that blends service design with business, consulting, or operational execution (e.g., test‑and‑learn environments, process improvement, transformation work)
• A pragmatic designer who is not rigid or overly academic—able to flex approach and methods based on business needs and constraints
• Comfortable navigating ambiguity, influencing across teams, and adapting quickly to changing priorities
• Strong communication and storytelling skills, with the ability to present complex service concepts clearly to peers, partners, and senior stakeholders

How This Role Differs from a UX Designer

• Focuses on end‑to‑end services, not just interfaces or user flows
• Designs across people, process, policy, and technology, including operational and backstage experiences
• Influences strategy, investment decisions, and operating models, in addition to experience design
• Partners with UX Designers who own screen‑level interaction and visual design, ensuring alignment within a broader service ecosystem