WHO WE’RE LOOKING FOR

Do you aspire to become the next Lucy Kimbell or Andy Polaine?
Are you comfortable working across research, design, product, engineering, marketing, CX, and analytics teams? Do you excel at untangling complex customer journeys and transforming them into elegant, purposeful, and inspiring experiences? Are you a natural facilitator who asks insightful questions, leads collaborative workshops, and guides multidisciplinary teams with clarity and intention? Can you think in systems while bringing a maker’s mindset to every challenge?
We’re looking for a Staff Service Designer who believes that great services are deliberately designed end-to-end, bridging teams, tools, and organizational structures. If you’re passionate about connecting customer needs to backstage operations and shaping holistic, human-centered services, this role is for you!

• Stakeholder facilitation. Align teams on strategy, opportunity, customer value, and trade-offs through workshops and planning rituals.
• Plan with purpose. Help teams move from insight to execution. Help structure roadmaps, backlogs, and delivery rituals so that strategic priorities land in the product. Ensure strategy and insights don’t get lost between CX, roadmaps, and releases.
• Translate complexity into clarity. Create service blueprints, operating models, and artifacts that guide decision-making from leadership to CX teams. Drive service level coherence as Manychat scales across social platforms.
• Embed research and spot the gaps. Identify missing data or blind spots in the journey, then efficiently scope necessary studies with the UX Research Operations Manager and UX Researchers. Close insight gaps and build evidence for decisions through qualitative interviews and context labs.
• Foresight & discovery integration. You start upstream and turn foresight research and insights into actionable planning inputs for teams. Bring in market signals, user trends, and emerging behaviors that shape strategy and opportunity framing.
• Customer journey stewardship. Continuously evolve the journey as a strategic planning tool to synthesize insights, highlight friction points, and surface opportunity areas that shape priorities across product and CX. Maintain the journey as a living document that generates fresh insights, builds opportunity backlogs, and drives focused prioritization across teams and functional areas.
• Mentor and multiply. Elevate designers, researchers, and cross-functional partners in service-design thinking and systems craft. Continuously grow the organization’s ability to think in systems, run aligned planning, and make better decisions. This is how service design scales.