Strategic Service Designer - Member Experience

Golden 1 Credit Union; Sacramento (CA); On-site; USD 93,700 - 110,000; Full time

Job summary

Golden 1 Credit Union is seeking a Service Designer who thrives at the intersection of member experience, design strategy, and operational excellence. You will translate research insights into actionable service improvements across channels and touchpoints.

Collaborating with Digital, Operations, IT, Product, and CX, you will lead qualitative and quantitative studies, map journeys, and document outcomes to drive measurable impact for members and employees.

Qualifications

• Bachelor’s degree in design or related field.
• 1+ years of service design, user research, or CX experience.
• Exposure to service design methodologies and design thinking.
• Experience in cross-functional teams and collaboration.
• Ability to create service blueprints, journey maps, and empathy maps.
• Financial services experience is a plus.

Responsibilities

• Support planning and execution of qualitative and quantitative research (interviews, surveys, journey mapping, blueprints, personas).
• Leverage Voice of the Member analysis to form solutions to pain points.
• Develop actionable insights to inform experience improvements.
• Use data sources to support findings and recommendations.
• Partner with cross‑functional teams to understand business processes and member interactions.
• Contribute to prioritization by organizing insights and opportunities.
• Document workshop outputs and recommended actions.

Skills

Service design

User research

Cross-functional collaboration

Journey mapping

Communication

Financial services knowledge

Education

Bachelor’s degree in Design, Service Design, Design Strategy, Industrial Design, HCI or similar

Job description

Golden 1 Credit Union is seeking a Service Designer who thrives at the intersection of member experience, design strategy, and operational excellence. You will translate research insights into actionable service improvements across channels and touchpoints.

Collaborating with Digital, Operations, IT, Product, and CX, you will lead qualitative and quantitative studies, map journeys, and document outcomes to drive measurable impact for members and employees.