Staff Service Designer
Airbnb
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $160,000 - $200,000 per year
Job Level
About the role
- Lead service design efforts across major initiatives, from current-state mapping to future-state modeling, aligning stakeholders on where to intervene and how
- Collaborate with product managers, experience designers, operations experts, engineers, researchers, support, and policy to design coherent, multi-touchpoint experiences
- Design and facilitate workshops and other rituals to align stakeholders and develop a shared understanding of service challenges and opportunities
- Produce service blueprints, journey maps, process models, and frameworks that connect platform capabilities and offline experience delivery
- Build relationships with field and support teams to understand how services are actually delivered and where design can improve clarity, reliability, and quality
- Influence strategic decisions by identifying how roles, policies, and business processes affect the end-to-end experience.
- Drive alignment and clarity in ambiguous spaces by zooming out to the system and helping teams prioritize with shared intent
- Contribute to evolving the craft of service design at Airbnb through practice excellence, collaboration, and evangelism.
Requirements
- 10+ years of experience in service design or systems-oriented experience design
- Deep fluency in service design methods, including journey mapping, blueprinting, experience prototyping, ecosystem modeling, facilitation, and storyboarding
- Experience designing and scaling services that rely on both digital tools and offline delivery, including operational teams, physical spaces, and human interactions
- Expert-level collaboration skills and ability to build shared understanding across business functions with diverse goals and vocabulary
- Proven ability to define service models and capability requirements that span product, operations, and business teams
- Confident leading through ambiguity and working at varying levels of abstraction, from high-level service strategy to front-line delivery mechanics
- Excellent visual, verbal, and written communication skills; compelling storytelling and stakeholder engagement
- Experience with 0→1 service launches, or leading major service transformation efforts spanning multiple business functions
Benefits
- Bonuses
- Equity
- Employee Travel Credits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service designjourney mappingblueprintingexperience prototypingecosystem modelingfacilitationstoryboardingservice modelscapability requirementsservice transformation
Soft Skills
collaborationstakeholder engagementcommunicationstorytellingbuilding shared understandingleading through ambiguityprioritizationinfluencing strategic decisionspractice excellenceevangelism