Job Description

We’re seeking a dynamic Service Designer who thrives in fast-paced environments and can operate independently with minimal oversight. This role involves weekly one-on-one alignment with leadership to stay current on shifting priorities and strategic initiatives. The designer will lead and support discovery efforts with stakeholders, including merchants and internal teams, to shape new programs and improve existing services.

Key responsibilities include:

• Conducting stakeholder discovery sessions to understand business needs and uncover gaps
• Creating mockups and visual experiences to communicate concepts
• Developing service blueprints, journey maps, and ecosystem diagrams
• Performing competitive research and synthesizing findings into actionable insights
• Collaborating cross-functionally with analytics, content, operations, store teams, and merchants
• Identifying operational requirements and mapping strategies for both new initiatives and current-state improvements
• Navigating complex organizational dynamics and managing diverse stakeholder perspectives
• Delivering executive-level presentations to communicate service vision and strategic direction

This role is ideal for someone who can adapt design practices for non-design audiences, manage friction, and build internal alliances to drive alignment.

Qualifications

Required Skills & Experience:

• 8–10 years of experience preferred, but open to candidates with less seniority who demonstrate strong strategic thinking and autonomy
• Backgrounds may include UX strategy, customer experience (CX), research with operational experience, or business consulting
• Strong stakeholder management and communication skills
• Ability to pivot quickly and manage ambiguity in a complex, acronym-heavy environment
• Experience in both customer-facing and internal/operational service design
• (PLUS) Skilled in:
• Service blueprinting and journey mapping
• Generative and evaluative research
• Visual design and prototyping
• Competitive analysis
• Facilitating ideation sessions
• Translating research into strategic recommendations