Service Designer: Aligning Product, Operations & Policy

Massachusetts-Bay-Transportation-Authority; Boston (MA); On-site; USD 110,000 - 160,000; Full time

Job summary

Massachusetts Bay Transportation Authority is seeking a Lead Service Designer to provide structure across a complex program environment—balancing product workstreams, operations, policy constraints, and frontline experience to guide outcomes.

You will map dependencies, facilitate alignment across departments, and translate insights into actionable plans that support program success and customer-centered service improvements.

Qualifications

• Experience designing services with complex workflows, data flows, policies, or business rules.
• Experience designing products/services for diverse populations including older adults and non-English speakers.
• Ability to translate research and performance data into clear frameworks and recommendations.
• Experience mentoring or guiding cross-functional teams in service design.

Responsibilities

• Develop and maintain service blueprints, journey maps, capability maps, and strategic artifacts for shared understanding across teams.
• Facilitate cross-functional workshops to build alignment around service goals and priorities.
• Partner with leadership, product, operations, and policy to define future-state service visions and translate into actionable plans.
• Identify risks, dependencies, gaps, and competing priorities; communicate recommendations for informed decision-making.
• Synthesize research, insights, and performance data to guide strategy and service improvements.
• Ensure alignment of product delivery, processes, policy changes, and organizational readiness with outcomes.
• Develop planning artifacts to improve program clarity and enable prioritization.
• Provide subject matter expertise through design critiques and mentorship.

Skills

Service design

Workshop facilitation

Cross-functional collaboration

Mentorship

Data-driven decisions

Education

Bachelor's degree required

High school diploma + 7 years related experience

Associate's degree + 3 years related experience

Master’s degree substitutes for 2 years experience

Job description

Massachusetts Bay Transportation Authority is seeking a Lead Service Designer to provide structure across a complex program environment—balancing product workstreams, operations, policy constraints, and frontline experience to guide outcomes.

You will map dependencies, facilitate alignment across departments, and translate insights into actionable plans that support program success and customer-centered service improvements.