Senior Service Designer

Senior Service Designer

The work is real, the stakes are high, and the problems are new. Credit Karma is being brought into the Client expert platform — and it is unlike anything the Virtual Expert Platform has migrated before. A regulated banking environment. Fourteen-plus cohorts of member-facing experts. Thirty-plus core service tools. Twenty-five third-party applications, each with its own compliance footprint, data requirements, and migration path. As a Senior Service Designer, you will own your tracks of this work end-to-end. That means deep subject matter expertise applied to real, gnarly problems: mapping how experts currently work across specific cohorts, translating compliance and operational requirements into service blueprints, and contributing high-quality design artifacts that make the migration path legible and buildable. You'll work independently on the work in your scope and collaborate as a genuine partner on the larger program — not a generalist who glances at every problem, but a designer who goes deep and delivers.

What You'll Do

• Execute Expert Service Design with Expertise
• Own service design for assigned Credit Karma expert cohorts and application tracks — producing high-quality service blueprints, current- and future-state journey maps, expert workflow diagrams, and use-case inventories that directly feed PRD requirements
• Map end-to-end expert and member experiences across pre- and post-product touchpoints, including the operational backstage that experts depend on — tools, escalation paths, identity verification, and compliance checkpoints
• Apply a platform mindset to your work: understand how the experiences you design connect to adjacent tracks and products, identify overlaps and dependencies, and design with reuse in mind
• Proactively pivot when new information changes the picture — new compliance requirements, updated tool inventories, or expert feedback that reframes the problem
• Translate Complexity into Actionable Artifacts
• Partner with product managers, operations leads, compliance teams, app owners, and Credit Karma business stakeholders to extract what you need: user needs, process constraints, regulatory mandates, and technical realities
• Apply Jobs-to-Be-Done frameworks and structured synthesis methods to turn messy, multi-source inputs — SOPs, stakeholder interviews, compliance docs, tool inventories — into grounded design artifacts with clear use-case traceability
• Craft non-leading interview guides and facilitate working sessions with expert cohorts and CK operations teams, ensuring the research you generate actually answers the design questions at stake
• Interpret metrics and make data-informed decisions about design direction; collaborate with data partners to ensure designs account for what the data says
• Contribute to a Large-Scale Program
• Work within a complex, multi-track migration program with a clear process for partnering with peers, product managers, engineers, legal, and security — understanding how each role functions and building trust across those lines
• Present your work with a clear narrative: confidently support and defend design decisions with rationale, not just preference, and communicate clearly with partners who have varying design fluency
• Help others on the team grow — share methods, give useful feedback, and offer suggestions on how service design processes can improve and scale
• Contribute to hiring activities as the Credit Karma team builds out

Skills

• Design Acumen
• Comprehensive knowledge of service design principles and methods — service blueprinting, journey mapping, ecosystem mapping, process flows — applied at an advanced level in complex, multi-stakeholder environments
• End-to-end thinking that spans pre- and post-product experiences: you understand how a feature connects to the broader experience, and you can pivot based on voice-of-customer without losing the thread
• Customer and market insight fluency: synthesizes research from multiple teams, grounds all design work in specific customer problems, knows how to write a non-leading interview script, and can interpret metrics to make data-informed design decisions
• Advanced proficiency in Figma, FigJam, Miro, or equivalent tools
• AI Acumen
• Applies knowledge of AI capabilities to identify opportunities to improve expert or member experiences within your work scope — personalization, recommendation, automated decision support
• Designs for AI edge cases and failure modes, including in compliance-sensitive contexts where a low-confidence output has real consequences for a member
• Business Acumen
• Understands where service design has the most impact for customers and the business, and can apply design and systems thinking to team goals with manager support on prioritization tradeoffs
• Advocates for solutions with significant business impact; able to set success metrics for your craft and connect design decisions to measurable outcomes
• Data Fluency & Technical Acumen
• Works with data partners to understand intricacies of the data environment and designs experiences that make appropriate use of available data under constraint
• Guides data-informed design decisions within your work scope and contributes to data-informed strategies for the broader team
• Demonstrates skill in working with existing capabilities and patterns; creates reusable, accessible designs with a focus on leveraging what exists before proposing new build
• Collaboration & Culture
• Presents work with a clear narrative and solid context setting; can support and defend design decisions for yourself and your teammates at the team level
• Has a clear, repeatable process for working with cross-functional partners — PM, PD, Legal, Compliance, Customer Success, Operations — and builds those relationships on trust and shared goals
• Helps others grow through craft feedback and knowledge sharing; offers concrete suggestions on how processes and systems can improve

Education

• 4–7 years of professional service design experience, with demonstrated ability to deliver high-quality service design artifacts — blueprints, journeys, use-case maps — in complex, real-world (not just conceptual) environments
• Relevant bachelor's degree or equivalent professional experience; graduate degree in design, service design, human-computer interaction, or a related field preferred
• Deep fluency in service blueprinting and journey mapping at an advanced level; you have a portfolio of work that shows you can go from ambiguous inputs to structured, decision-ready artifacts
• Experience designing in or for regulated environments (financial services, banking, healthcare, or similar compliance-driven industries) strongly preferred — you understand that compliance shapes design, not just blocks it
• Demonstrated ability to work directly with operations, legal, compliance, and business stakeholders — not just UX and product — and produce design work that holds up to their scrutiny
• Familiarity with CRM or service delivery platforms (Salesforce Service Cloud or similar)
• Experience with Jobs-to-Be-Done methodology and applying JTBD frameworks to service design problems

Schedule Notes:

Hours Per Day: 8.00

Hours Per Week 40.