Strategic Service Designer: End-to-End Journeys

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

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.