Job Description

Service Designer

Fully Remote (PST Hours) OR Hybrid in Mountain View, CA

Pay Rate - Up to $87/hr

Company - Fortune 100 Financial Services Company

3-Month Contract with possibility for extension

Role Overview

• Owns the scoping, planning (including partner identification, deliverables, and timeline), and delivery of service design projects in strong collaboration with internal stakeholders across product, design, research, and operations
• Knows when to use service design tools and methodologies and actively teaches them to others
• Crafts visions of customer experience strategy through complex multi-dimensional, multi-stakeholder prototypes
• Autonomous multi-tasker with a track record managing multiple priorities, stakeholders, and objectives at once
• Can clearly discern the needs of discrete stakeholders in complex networked service experience offerings
• Clearly articulates an end-to-end service and experience to teams across the organization to achieve broad understanding, buy-in, and alignment

Core Responsibilities

• Independently drive multiple in-flight initiatives during tax season
• Identify service gaps and update operational service guidance
• Coordinate across product, analytics, design, and service delivery
• Monitor and report on analytics (analysts available; candidate owns synthesis/sharing)
• Support or lead lightweight qualitative research (expert follow-me-homes, roundtables)
• Maintain and update service blueprints and sub-journeys as new issues emerge

Ideal Candidate Profile

• Strong operational and execution mindset
• Background in product design, service design, product, project management, or marketing product
• Comfortable working with ambiguity and shifting priorities
• Methodical, analytical problem-solver
• Able to manage multiple workstreams and unblock issues quickly
• Service design experience preferred, but not overly academic or strategic

Key Responsibilities

• Design and Elevate CX Strategy: Define and document seamless customer and expert experiences across Assisted offerings, integrating insights from every touchpoint to deliver consistent, connected journeys
• Champion Customer Curiosity: Network across internal and external ecosystems to deeply understand customer behavior and cascade a culture of advocacy and continuous improvement
• Turn Insights into Impact: Combine quantitative and qualitative data, market research, and VoC insights to identify barriers and shape breakthrough solutions that enhance engagement and retention
• Translate Insights into Action: Harness data, research, and feedback to identify opportunities, test hypotheses, and drive measurable improvements across the customer journey
• Solve Complex Problems Collaboratively: Partner with cross-functional leaders to identify critical challenges, apply diverse methodologies, and deliver scalable, effective solutions
• Lead Through Influence and Change: Align teams through transformation, leveraging strong partnerships, external benchmarking, and outside-in thinking to inspire innovation and operational excellence

Experience

• 6+ years in customer experience strategy, product management, or service design—preferably in SaaS or service-driven environments
• Service design fundamentals (blueprints, gap analysis, service guidance)
• Program / project management skills
• Quant + qual fluency (analytics + expert research support)
• Figma (or similar CX/service design tools)
• Portfolio not required

Skills & Attributes

• Customer-First Leadership: Proven ability to turn customer insights into growth opportunities and operational excellence
• Cross-Functional Influence: Skilled at mobilizing diverse teams and building alignment across disciplines
• Analytical & Insightful: Comfortable turning complex data into compelling narratives that drive strategic action
• Design Thinking Mindset: Adept at using experimentation, systems thinking, and service design frameworks to solve complex challenges

If you're qualified and interested... Apply Today!

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