Title: Senior UX Service Designer
Work Location: Hybrid, New York City (5 boroughs) and Remote.
Senior Service Designer to enhance MyCity’s end-to-end service delivery by
mapping ecosystems, identifying pain points, and creating service blueprints and workflows, enriched by AI-powered tools for adaptive process optimization and dynamic journey mapping. The role involves designing efficient processes, facilitating co-creation workshops, and collaborating with Agile teams to align on iterative refinement strategies. Emphasizing systems thinking, the position ensures seamless digital and physical touchpoints, accessibility, and scalable, end-to-end service improvements. The role may also collaborate and complement a UX Researcher during key research and testing periods. Ability to map end-to-end service ecosystems, including user journeys, back-end processes, and organizational touchpoints. Proficiency in identifying pain points and opportunities for improvement at a systems level.
• Expertise in designing new processes and workflows to enhance service delivery and
efficiency. Familiarity with lean methodologies to streamline processes and reduce
operational waste.
• Proficiency in creating clear, compelling design artifacts such as service blueprints,
journey maps, and experience conducting co-creation workshops to align stakeholders
around a unified vision.
• Advanced visual storytelling skills to convey complex ideas to diverse audiences.
• Capability to design seamless interactions across digital and physical service
channels.
• Collaborate with product and technology teams to translate service design insights
into actionable solutions and seamless implementations.
• Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping, with a focus on automated ecosystem insights and dynamic process refinements to uncover pain points and opportunities for improvement.
• Strong skills in applying systems thinking to analyze and redesign interconnected service components. And supporting change management processes to ensure successful adoption of service improvements.
• Advocate for user needs and system-level thinking, ensuring compliance with ADA standards, while being accessible, inclusive, and aligned with user expectations.
• Monitor and evaluate the effectiveness of services through feedback, AI-enhanced usability testing, and iterative improvements informed by real-time sentiment tracking and behavioral analytics.
• Experience monitoring the effectiveness of services through user feedback, data analytics, and usability testing.
• Ability to recommend iterative improvements based on quantitative and qualitative data.
TOOLS AND METHODOLOGIES:
• Experience with tools like Figma, Miro, or Lucidchart for service design artifacts.
• Familiarity with usability testing tools, remote collaboration platforms, and agile project management tools like Azure Boards.
MANDATORY SKILLS/EXPERIENCE Note: Candidates who do not have the mandatory skills will not be considered
• 8+ years of experience in service design, systems thinking, or related disciplines, with a proven ability to lead cross-functional initiatives in agile environments.
• Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping to uncover pain points and opportunities for improvement.
• Proficiency in user research methods such as interviews, surveys, usability testing, and contextual inquiry. Expertise in both qualitative and quantitative approaches, with experience conducting research on complex, large-scale projects (e.g., longitudinal studies, diary studies, ethnographic research).
• Experience developing and maintaining service-specific design artifacts, including personas, journey maps, and service blueprints, to align teams and guide decision-making.
• Proficient in tools like Figma, Miro, and Lucidchart to create wireframes, mockups, and prototypes for testing and concept validation, with advanced skills in interactive prototyping.
• Proven ability to collaborate with UX designers, Product Owners, and technical teams to translate service design insights into actionable solutions and ensure seamless implementation.
• Excellent communication and facilitation skills, with the ability to clearly present service design findings, insights, and recommendations to stakeholders. Experience conducting co-creation workshops, stakeholder alignment sessions, and design reviews.
• Candidate MUST have an online portfolio showcasing service design artifacts, user research methodologies, and system-level problem-solving. The link must be included in the resume.