Senior Service Designer

Job Description:
Hybrid: New York City (5 boroughs) and Remote. This assignment involves field work anywhere in 5 NYC boroughs and remote. Days in the field or remote may vary each week and will be dictated by the project needs. Some weeks may be 5 days remote, but some may be 5 days in the field. Occasionally, the consultant will be asked to attend team meetings at 2 MetroTech Center, Brooklyn, NY

Candidate MUST have an online portfolio showcasing service design artifacts, user research methodologies, and system-level problem-solving. The link must be included in the resume.

Job Description Justification:

• There is an essential requirement for a skilled Senior Service Design professional with expertise in research and testing, who can delve into user behaviors, preferences, and pain points to inform service blueprint designs and workflows.
• This role should also leverage AI-driven tools for mapping dynamic service ecosystems and identifying predictive improvement opportunities, while rigorously evaluating the usability and functionality of MyCity and its integrated services.

SCOPE OF SERVICES

• Seeking a Senior Service Designer to enhance MyCity's end-to-end service delivery by mapping ecosystems, identifying pain points, and creating service blueprints and workflows, enriched by AI-powered tools for adaptive process optimization and dynamic journey mapping.
• The role involves designing efficient processes, facilitating co-creation workshops, and collaborating with Agile teams to align on iterative refinement strategies.
• Emphasizing systems thinking, the position ensures seamless digital and physical touchpoints, accessibility, and scalable, end-to-end service improvements.
• The role may also collaborate and complement a UX Researcher during key research and testing periods.

Ability to map end-to-end service ecosystems, including user journeys, back-end processes, and organizational touchpoints. Proficiency in identifying pain points and opportunities for improvement at a systems level.

• Expertise in designing new processes and workflows to enhance service delivery and efficiency. Familiarity with lean methodologies to streamline processes and reduce operational waste.
• Proficiency in creating clear, compelling design artifacts such as service blueprints, journey maps, and experience conducting co-creation workshops to align stakeholders around a unified vision.
• Advanced visual storytelling skills to convey complex ideas to diverse audiences.
• Capability to design seamless interactions across digital and physical service channels.
• Collaborate with product and technology teams to translate service design insights into actionable solutions and seamless implementations
• Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping, with a focus on automated ecosystem insights and dynamic process refinements to uncover pain points and opportunities for improvement.
• Strong skills in applying systems thinking to analyze and redesign interconnected service components. And supporting change management processes to ensure successful adoption of service improvements.
• Advocate for user needs and system-level thinking, ensuring compliance with ADA standards, while being accessible, inclusive, and aligned with user expectations.
• Monitor and evaluate the effectiveness of services through feedback, AI-enhanced usability testing, and iterative improvements informed by real-time sentiment tracking and behavioral analytics.
• Experience monitoring the effectiveness of services through user feedback, data analytics, and usability testing.
• Ability to recommend iterative improvements based on quantitative and qualitative data

Tools and methodologies:

• Experience with tools like Figma, Miro, or Lucidchart for service design artifacts.
• Familiarity with usability testing tools, remote collaboration platforms, and agile project management tools like Azure Boards.

MANDATORY SKILLS/EXPERIENCE

• 8+ years of experience in service design, systems thinking, or related disciplines, with a proven ability to lead cross-functional initiatives in agile environments.
• Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping to uncover pain points and opportunities for improvement.
• Proficiency in user research methods such as interviews, surveys, usability testing, and contextual inquiry. Expertise in both qualitative and quantitative approaches, with experience conducting research on complex, large-scale projects (e.g., longitudinal studies, diary studies, ethnographic research).
• Experience developing and maintaining service-specific design artifacts, including personas, journey maps, and service blueprints, to align teams and guide decision making.
• Proficient in tools like Figma, Miro, and Lucidchart to create wireframes, mockups, and prototypes for testing and concept validation, with advanced skills in interactive prototyping.
• Proven ability to collaborate with UX designers, Product Owners, and technical teams to translate service design insights into actionable solutions and ensure seamless implementation.
• Excellent communication and facilitation skills, with the ability to clearly present service design findings, insights, and recommendations to stakeholders.
• Experience conducting co-creation workshops, stakeholder alignment sessions, and design reviews.

Desirable skills/experience:

• Create and deliver service-specific design artifacts to support project objectives, including service blueprints, ecosystem maps, visual designs, wireframes, and interactive prototypes.
• Collaborate with UX designers and developers to integrate service design insights into a cohesive design system, ensuring consistency and scalability across services.
• Experience working in agile and iterative environments, with a deep understanding of agile practices such as sprint planning, retrospectives, and backlog grooming.
• Proven ability to thrive in multidisciplinary teams, bringing together perspectives from design, research, product, and technology to improve end-to-end service delivery.
• Proficiency in service design and UX tools for collaboration and communication, such as Figma, Miro, Lucidchart, and Azure Boards.
• Familiarity with design thinking principles and methodologies, with demonstrated ability to lead or actively participate in design sprints, ideation workshops, and feedback sessions.
• Experience conducting accessibility evaluations and ensuring service designs meet or exceed accessibility standards (e.g., WCAG, ADA compliance), utilizing AI-assisted tools to automate accessibility audits and streamline compliance verification.
• Proficiency in analytics and data visualization tools, such as Google Analytics, Tableau, or Power BI, to track user behavior, gather actionable insights, and inform service design decisions.
• Ability to balance user-centered design with business goals, aligning service improvements with organizational objectives and technical feasibility