Service Designer

Hybrid: 3-4 days onsite. 1-2 days remote. Office in Denver Tech Center in Greenwood Village, CO Long Term Contract with possibility of conversion to full-time We are seeking a Service Designer / UX Researcher to help drive customer experience improvements through research, journey mapping, and service blueprinting. This role is heavily focused on understanding and connecting end-to-end customer experiences using qualitative and quantitative insights. You’ll partner closely with cross‑functional teams to uncover gaps, synthesize feedback, and create visual artifacts (journey maps, blueprints, insights) that inform strategic decisions. Business Objective / Impact Create end-to-end visibility into customer journeys, especially post‑sale experiences Identify root causes of friction using quant + qual data Deliver insight‑driven recommendations that improve both customer and business outcomes Align cross‑functional teams (Digital Product, Operations) through clear visual storytelling Support major transformation efforts, including digital experience consolidation and merger integration Key Initiatives Project A – Small Business Digital Experience Consolidate multiple websites, org structures, and support models Analyze and align experiences across small, mid‑market, and enterprise segments Map and unify processes, platforms, and customer journeys across organizations Identify opportunities to streamline and standardize experiences Day‑to‑Day Responsibilities Develop journey maps and service blueprints to visualize the full customer lifecycle Layer in analytics, qualitative insights, and call listening data to identify friction Conduct or support customer research (interviews, research plans, call listening) Translate findings into clear recommendations across digital, IVR, notifications, and operations Facilitate workshops and stakeholder working sessions Partner closely with digital product and operations teams Create visual artifacts that clearly communicate insights and drive alignment Perform “door‑to‑door” experience mapping across touchpoints Must‑Have Skills 5+ years in Service Design, UX Research, or Customer Experience Strategy Journey maps Customer experience artifacts Proven ability to synthesize qual + quant data into insights and recommendations Excellent storytelling and visualization skills Ability to identify root cause issues and business impact Experience facilitating workshops and cross‑functional collaboration Hands‑on with tools such as: Lucidchart Mural Figma PowerPoint / Confluence Strong systems thinking mindset (understanding how experiences connect end‑to‑end) Willingness to work onsite and collaborate closely with stakeholders Nice‑to‑Have Skills Experience working in telecom or large enterprise environments Exposure to M&A / merger integration projects Familiarity with Kiro (or similar prototyping / journey visualization tools) Ability to flex between service design and hands‑on research execution Resourceful - comfortable working outside rigid role definitions EEO Statement Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Benefits & Perks Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc. Pay Disclaimer The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. #J-18808-Ljbffr