Sr. Service Designer Lead
Apply NowCompany: IS3 Solutions
Location: Brooklyn, NY 11226
Description:
IS3 Solutions is seeking a Senior Service Designer to enhance a 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.
IS3 has 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.
TASKS and SERVICES:
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 decisionmaking.
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.
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.
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.
IS3 has 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.
TASKS and SERVICES:
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 decisionmaking.
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.
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.
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.