Service Designer

We re hiring a Service Designer to architect seamless service experiences across our customer journeys and internal operations. You ll partner closely with UX, product, and ops to ensure our digital experiences are powered by efficient, scalable systems. Your work will focus on driving measurable business value increasing revenue, reducing operational costs, and improving employee productivity.

You ll design services that support e-commerce flows, internal AI tools, logistics, and social workflows ensuring every touchpoint is supported by intentional, well-orchestrated systems.

Responsibilities

• Service Mapping: Document end-to-end customer and employee journeys to surface pain points and improvement opportunities
• Blueprinting: Develop service blueprints connecting people, tools, and processes across frontstage and backstage touchpoints
• Business Impact: Redesign services that directly influence metrics like revenue, return rates, AI approval rate, and support efficiency
• Cross-Functional Alignment: Facilitate workshops with UX, product, ops, and marketing to co-create scalable, aligned service models
• System Integration: Ensure services align with internal systems (CRM, order management, AI platforms) to eliminate redundancy and friction
• Validation & Testing: Pilot service improvements with real users and teams; iterate based on feedback and performance
• KPI Definition: Define and track service metrics (NPS, SLA, cost-to-serve, adoption)
• Change Enablement: Support implementation through clear documentation, training materials, and adoption strategies
• Strategic Thinking: Ask why, connect service gaps to business goals, and design for measurable impact across experience, efficiency, and growth.

Requirements

• 5+ years in service design, CX, or experience strategy, ideally in e-commerce or digital retail
• Strong skills in journey mapping, blueprinting, and systems thinking
• Experience reducing operational cost and improving service delivery through design
• Skilled facilitator with the ability to align cross-functional teams
• Familiarity with enterprise platforms (CRM, ticketing, logistics, AI content tools)
• Data-driven mindset comfortable defining, measuring, and optimizing service KPIs
• Passion for designing systems that scale and create tangible business impact