Strategic Service Design Architect

Massachusetts Bay Transportation Authority; Boston (MA); On-site; USD 110,000 - 150,000; Full time

Job summary

The Massachusetts Bay Transportation Authority seeks a Lead Service Designer to provide structure across a complex program environment, aligning product workstreams, operations, policy, and frontline experience toward outcomes.

You will develop service blueprints, journey and capability maps, facilitate cross‑functional workshops, and translate insights into actionable plans while ensuring accessibility and regulatory compliance.

Qualifications

• Six (6) years of relevant professional experience in service design, UX design, UX research, or human-centered design.
• Experience leading service design efforts for complex, technology-enabled services.
• Experience planning and conducting service design activities and translating findings into decisions.
• Experience working on cross-functional teams with product, operations, policy, and other stakeholders.
• Working knowledge of accessibility standards and inclusive design practices.
• Experience developing strategic artifacts, frameworks, or recommendations for organizational planning.

Responsibilities

• Develop and maintain service blueprints, journey maps, capability maps, and other artifacts for shared understanding across teams.
• Facilitate cross-functional workshops to align goals, customer needs, and operational constraints.
• Partner with program leadership to define future-state visions and translate them into actionable plans and priorities.
• Identify risks, dependencies, gaps, and competing priorities, and communicate recommendations for decision-making.
• Synthesize research, operational data, and stakeholder input into clear frameworks guiding strategy and improvements.
• Ensure alignment of product delivery, operations, policy changes, and organizational readiness with desired outcomes.

Skills

Service design

UX design

UX research

Human-centered design

Stakeholder engagement

Systems thinking

Education

Bachelor’s degree

Job description

The Massachusetts Bay Transportation Authority seeks a Lead Service Designer to provide structure across a complex program environment, aligning product workstreams, operations, policy, and frontline experience toward outcomes.

You will develop service blueprints, journey and capability maps, facilitate cross‑functional workshops, and translate insights into actionable plans while ensuring accessibility and regulatory compliance.