Location: Columbus, OH, United States

As a Service Design Lead, Vice President in Serving Operations, you will play a pivotal role in shaping end-to-end customer and employee experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance user satisfaction. As an expert in service design, apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse workforce. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences. 

Key responsibilities 

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms 
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity 
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences 
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement 
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals 

Required qualifications, capabilities, and skills 

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences 
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding 
• Demonstrated expertise in creating direct and indirect experiences for diverse users 
• Excellent presentation and communication skills with the ability to articulate design decisions to stakeholders at all levels
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives 
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts

Preferred qualifications, capabilities, and skills 

• Experience working in complex business domains and/or large-scale enterprise environments
• Ability to understand and articulate how technical opportunities and constraints inform design solutions
• Translate complex user insights and behavioral data into actionable design recommendations that improve user satisfaction and business metrics