Senior Staff Service Designer

Lead the end-to-end service design process for products and services that help small business owners and their employees thrive. Define and align on medium-term visions for the software-to-service experience, ensuring alignment across multiple groups and driving tangible impact for customers. Develop a deep understanding of customer needs by leveraging quantitative and qualitative insights to inform and evolve the customer experience. Collaborate with cross-functional teams to concept, blueprint, and implement compelling service experiences that are cohesive, inclusive, and impactful for small businesses. Partner with R&D, service, and other teams with internal and external stakeholders to identify and prioritize new opportunities and solve complex problems. Advocate for a user-centered approach and lead strategic initiatives that significantly improve the experience for small business owners and internal teams. Contribute to the evolution of the service design practice by contributing to frameworks, documentation, and learning tracks that scale across the organization. Clearly and persuasively communicate vision and concepts to a variety of audiences, including leadership, to create alignment and motivate action toward a long-term design vision.