5+ years of experience in service design, design strategy, CX, or innovation consulting.
Strong skills in journey mapping, blueprinting, and ecosystem modeling.
Ability to collaborate effectively with UX, engineering, and business teams.
Experience with physical and digital hybrid ecosystems is a significant plus.
Strong research and synthesis capabilities to clarify ambiguity.
Excellent storytelling and communication skills for client presentations.
Proficiency in Figma, Miro, FigJam, or similar tools.
Responsibilities
Map end-to-end customer journeys and service blueprints across multi-channel experiences.
Conduct qualitative research and synthesize insights into actionable service opportunities.
Define service touchpoints and user flows aligned with strategic and operational goals.
Collaborate with cross-functional teams to ensure cohesive service delivery.
Translate research into high-fidelity service artifacts like journey maps and personas.
Identify opportunity areas and friction points to support concept development.
Prepare clear presentations for client workshops and internal planning.
Benefits
Medical Insurance
Dental Insurance
Paid holidays
401(k) as defined in the employee handbook
Sick leave
Vacation
Full Job Description
Job Description What You'll Do
Map end-to-end customer journeys, service blueprints, and ecosystem diagrams across multi-channel product experiences.
Conduct qualitative research (stakeholder interviews, contextual inquiry, customer shadowing) and synthesize insights into actionable service opportunities.
Define service touchpoints, user flows, and backstage processes that align with strategic, operational, and emotional drivers.
Collaborate with UX/UI, industrial design, engineering, and business strategy teams to ensure cohesive service delivery.
Translate research and strategy into high-fidelity service artifacts (journey maps, service blueprints, personas, process flows, KPI frameworks).
Support concept development by identifying opportunity areas, friction points, and high-value service moments.
Prepare clear presentations and deliverables for client workshops, executive reviews, and internal planning.
Requirements What We're Looking For
5+ years of experience in service design, design strategy, CX, or innovation consulting.
Strong skills in journey mapping, blueprinting, ecosystem modeling, and systems-thinking frameworks.
Ability to work cross-functionally with UX, engineering, and business teams.
Experience designing services for physical + digital hybrid ecosystems is a significant plus (CPG, MedTech, SaaS, consumer electronics, etc.).
Strong research and synthesis capabilities-able to turn ambiguity into clarity.
Excellent storytelling and communication skills; confident presenting to clients and stakeholders.
Proficiency in Figma, Miro, FigJam, or similar mapping tools.
