Service Designer

Service Designer We are seeking a Service Designer to join our team in Washington, D.C. As a core member of our UX team, you will be responsible for creating seamless and cohesive end-to-end experiences for our clients. You'll work at a systems level, mapping out the entire user journey across various touchpoints—both digital and physical—to ensure that all aspects of the service are aligned, intuitive, and effective. This role requires a blend of strategic thinking, user empathy, and a deep understanding of how complex services function behind the scenes. You will collaborate with a wide range of stakeholders, from UX and product teams to operations and customer support, to design and implement service solutions that meet user needs and drive business success. Responsibilities Conduct holistic user research to identify pain points and opportunities across the entire service journey. Create and maintain service blueprints and journey maps that visualize the entire ecosystem of a service, including front-stage interactions and back-stage processes. Lead collaborative workshops with cross-functional teams to co-create and align on service design solutions. Develop and test prototypes for service concepts, ranging from digital interfaces to physical interactions and employee workflows. Advocate for a user-centered approach, communicating design insights and strategic recommendations to stakeholders at all levels. Work closely with UX designers to ensure digital product experiences are seamlessly integrated into the broader service ecosystem. Qualifications 5+ years of experience in a service design or a related UX/design strategy role. Proven expertise in designing complex, multi-channel services. Strong portfolio showcasing a deep understanding of service design methodologies, including user research, journey mapping, and service blueprinting. Excellent facilitation and communication skills, with the ability to lead workshops and present complex ideas to diverse audiences. Proficiency with design and collaboration tools such as Figma, Mural, or Miro. Bachelor's degree in Design, HCI, or a related field; a Master's degree is a plus. Prior experience working in a fast-paced, client-facing environment is highly desirable.