Service Design Lead

#ContractualOpportunity

seasoned Service Design leader

Key Responsibilities

• Design & Strategy Leadership

• Define and evolve end-to-end service experiences across IT operations, with a focus on improving digital employee experience (DEX).
• Lead discovery and co-creation sessions with cross-functional stakeholders to uncover needs, identify pain points, and shape strategic interventions.
• Translate service design outputs into actionable roadmaps, operating models, and system-level recommendations.

• Experience Intelligence & Value Mapping

• Partner with data and engineering teams to extract insights from existing systems (e.g., ServiceNow, Intune, Tanium, etc.).
• Drive the design and articulation of experience KPIs, user sentiment insights, and automation opportunities.
• Identify gaps in data coverage and provide guidance on addressing them to enable more complete experience measurement.

• Interface Design Oversight

• Support the conceptualization of intuitive dashboards and visual reporting tools that translate complex data into clear, decision-ready insights.
• Collaborate with UX team/s to ensure interfaces are aligned with user needs and strategic goals.

• Tooling Strategy & Future-State Design

• Contribute to the evaluation of strategic DEX platforms and their alignment with organizational goals (optional, not core skill)
• Help define the value case for future tools that enable self-healing IT, proactive support, and continuous experience improvement (optional, should be able to weigh in on these conversations with the techno-functional teams)

Ideal Candidate Profile

• About 10 years of experience in service design, digital strategy, or experience-led transformation.
• Proven ability to work at the intersection of design, technology, and operations within complex enterprise environments.
• Strong systems thinker with the ability to connect user needs, operational realities, and data signals.
• Familiarity with digital experience tooling, IT support ecosystems, and enterprise platforms.
• Confident communicator and facilitator with the ability to influence stakeholders and synthesize insights into clear strategies.

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