As a Service Design Vice President in the Design Strategy and Operations team, you will shape and orchestrate complex service ecosystems across digital, physical, and organizational touchpoints. This strategic role calls for a design leader who can think systemically, act collaboratively, and prototype boldly. As a Senior Service Designer, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design, systems thinking, and system orchestration. You will lead the discovery, co-creation, and transformation of services—from mapping current-state experiences to building future-state models. You will bring deep expertise in systems orchestration, participatory design, and service prototyping, working across disciplines—product, engineering, operations, data, and frontline teams—to ensure that the services we deliver are not only desirable, but viable, feasible, and resilient.

 

Job responsibilities:

Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution.Lead end-to-end service design projects, from initial framing through delivery handoff.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, incorporating systemic design principles.Map existing service experiences, system architectures, and operational pain points across customer and employee journeys.Facilitate co-creation and participatory design workshops with cross-functional stakeholders, including product managers, researchers, engineers, clinicians/frontline staff, and customers.Prototype services at multiple levels of fidelity: role-playing, storyboarding, digital prototypes, operational pilots, and touchpoint simulations.Translate business challenges and user insights into actionable service concepts, experience flows, and implementation roadmaps.Create and evolve service design artifacts such as journey maps, service blueprints, swimlane diagrams, and ecosystem models.Collaborate with delivery teams to ensure design intent is preserved through product development, process change, or operational rollout.Advocate for service thinking and systems literacy across the organization, building shared understanding and capability.Mentor junior designers and contribute to the growth of the service design practice.

 

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 and systemic design.Demonstrated ability to map, analyze, and reimagine complex service ecosystems—spanning frontstage (customer), backstage (employee), and infrastructure (technology/data) layers.Proficiency in service design tools and artifacts: journey maps, service blueprints, ecosystem maps, swimlanes, logic models, operational workflows, etc.Strong systems thinking mindset—ability to identify leverage points, root causes, feedback loops, and systemic dependencies.Expertise in facilitating participatory research, stakeholder interviews, and collaborative sensemaking sessions.Ability to plan and lead co-design workshops across diverse audiences (e.g., executives, product teams, end users, frontline staff).Experience designing and testing service prototypes—from lo-fi role-play and service enactments to high-fidelity pilot programs.Comfortable prototyping across touchpoints: digital (e.g. app flows), physical (e.g. signage, environments), human (e.g. scripts, behaviors), and policy (e.g. process or governance changes). Understanding of implementation constraints and how to de-risk ideas through iterative prototyping and experimentation.Strong storytelling skills—able to frame ambiguity, synthesize complexity, and align stakeholders around shared outcomes.Experience leading service design efforts within cross-functional teams; able to build strong relationships with product, engineering, research, operations, and policy partners.

 

Preferred qualifications, capabilities, and skills:

Experience working within healthcare, government, financial services, or large-scale enterprise environments.

Experience contributing to organization-wide transformation initiatives or service architecture projects.

Expertise in change management, implementation strategy, or business model design.