Lead Service Designer; 100% Remote; Contract thru the end of the year (2026) P
ay:
Market

(NO C2C, NO H1B, NO OPT, NO EAD, NO Sponsorship)

CBTS is searching for a Lead Service Designer that is responsible for the design of systems made of people, digital, and physical touchpoints. They orchestrate value exchanges among them in ways that make the system sustainable for both the users and providers. As a Lead Service Designer, you will play a critical role in transforming services by designing end-to-end experiences that meet real human needs. You are expected to represent depth in the craft of service design: as an individual contributor, as a mentor and guide for the other user experience team members. You will often be the backbone of your work from beginning to end. You will plan, prioritize, and deliver service design activities and artifacts. This role will be reported to the User Experience Director and is expected to travel no more than 10% of the time.

Responsibilities:

• Independently lead service design and execution across multiple large and complex products within the Agent and Insured Experience Program as an individual contributor.
• Design and facilitate collaborative sessions/workshops with internal and external stakeholders to gather input for deliverables.
• Collaborate with product managers, architects, developers, and other stakeholders to get a deeper understanding of our end-to-end user journeys, processes, technology, and data.
• Create new and build upon existing user journey maps to visualize the user experience across different stages and channels. Identify opportunities for improvement and innovation across platforms and services.
• Develop detailed service blueprints that map out the entire service process, including frontstage and back-stage activities. Identify key touchpoints and interactions to ensure a cohesive service experience.
• Highlight potential gaps and areas of opportunity for improvement across the whole service, including insureds’, agents’, and underwriters’ processes, focusing holistically on all channels of interaction.
• Develop detailed user archetypes based on research findings to represent different user needs and behaviors. Use these to ensure that services meet the needs of all user segments.
• Lead storytelling and visualization to help cross-functional teams to develop a deep understanding of user journeys and seek to align these against business strategy as well as technology constraints to develop new solutions.
• Document your process so that it’s a reusable playbook for the team moving forward.
• Bring other user experience team members along in the process so they can learn from your experience and expertise through hands-on light mentorship.
• Work with minimal oversight in an evolving environment; be pragmatic (not purist), flexible, and focused on outcomes.

Minimum Requirements:

• Minimum of 7 years of experience in design or design research, with at least 4 of those specializing in Service and Strategic Design.
• A portfolio or case studies with visual artifacts to demonstrate your service design rigor and acumen.
• Bachelor’s degree in HCI, Psychology, Interaction Design, Industrial Design, Digital Design, Anthropology, or a relevant field.
• An entrepreneurial spirit who is confident in putting forth concepts and ideas.
• A can-do attitude with the tenacity to overcome obstacles and the drive to move projects forward.
• Proficiency in design and whiteboarding tools such as Figma and Miro.

CBTS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.