Facilitate workshops, working sessions, and stakeholder discussions across business, product, operations, technology, customer support, and other functions.
Guide teams toward a shared understanding of how experiences are delivered and where opportunities for improvement exist.
Document and visualize end-to-end consumer and employee experiences across channels, touchpoints, and organizational boundaries.
Conduct stakeholder interviews to uncover institutional knowledge, operational context, and business requirements
Translate complex concepts into clear narratives, frameworks, and visual models.
Create service blueprints, ecosystem maps, journey maps, operating model visualizations, and other service design artifacts that support decision-making and organizational alignment.
Service Design & Experience Mapping (4+ Years)
Service design methodology
Experience mapping
Journey mapping
Operational ecosystem mapping
Systems thinking
Visualization & Insight Translation (4+ Years)
Translating complex concepts into visual frameworks
Service blueprints
Ecosystem maps
Operating model visualizations
Experience storytelling and synthesis
Stakeholder Facilitation & Collaboration (4+ Years)
4+ years of experience in service design, consumer research, experience strategy, or a related field.
Demonstrated experience mapping complex experiences, services, customer journeys, or operational ecosystems.
Strong ability to synthesize large volumes of information and work effectively with ambiguity.
Experience translating complex information into clear visual deliverables and actionable insights.
Excellent written, verbal, and facilitation skills with the ability to present to stakeholders at all organizational levels, including executive leadership.
Familiarity with human-centered design, service design methodologies, and systems thinking.
Preferred Qualifications
Experience creating service design artifacts such as service blueprints, ecosystem maps, operating model maps, customer journeys, and systems maps.
Background working within large, matrixed organizations with multiple business units and channels.
Proficiency with visualization and collaboration tools including FigJam, Lucidchart, or similar platforms.
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