Senior Service Designer – Innovation Lead
Cabinplant
full-time
Posted on:
Location Type: Remote
Location: North Carolina • United States
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Job Level
About the role
- Lead and execute service and product initiatives from discovery through definition and into delivery, using human-centered and service design frameworks to ensure everything is deeply rooted in real user and customer needs.
- Develop and execute experience, service, and product strategies that align user needs, business goals, and operational feasibility.
- Lead service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping efforts to align teams on how a service works today and how it should work tomorrow.
- Connect frontstage experiences (customers, end users, partners) with backstage realities (teams, processes, systems, policies) to design services that are both delightful and deliverable.
- Identify gaps, failure points, and opportunities across the end-to-end service, beyond any single touchpoint or interface.
- Facilitate problem framing and visioning work when the problem and solution are not yet clear, helping teams understand what to tackle first and why.
- Design and structure experiments, prototypes, and pilots that test not just interfaces, but entire service moments (people + process + tech).
- Translate complex ecosystem insights into clear narratives, options, and recommendations for decision-makers.
- Oversee and integrate user research processes, including interviews, contextual inquiry, concept testing, and usability testing to inform service and product direction.
- Champion experience and service design practices (including UX), guiding multidisciplinary teams in creating user-centric, service-aware designs and prototypes that adhere to best practices in usability and accessibility.
- Advocate for a culture of innovation, encouraging creative problem-solving and exploration of new ideas and technologies to enhance user and customer experience.
- Collaborate with stakeholders across strategy, design, product, engineering, data, and operations to ensure strategic alignment and successful delivery of services and products.
- Use service design artifacts (blueprints, journeys, future-state stories, experience principles) as alignment and decision-making tools in workshops, working sessions, and stakeholder reviews.
- Drive continuous improvement of our methods and frameworks, incorporating project learnings to enhance future work.
- Articulate and present strategic visions, service and experience concepts, and roadmaps to diverse audiences, including executive teams and client partners.
- Teach and coach client teams in service design methods—such as blueprinting, journey mapping, and experience principle development—while delivering high-quality artifacts and leading teams toward outcomes.
- Assist business development efforts by analyzing and articulating client needs, framing opportunities, and contributing to proposals. Act as a subject matter expert on service design, human-centered innovation, and select industries, as well as Cabin’s strategic frameworks.
Requirements
- Proven track record leading service or product strategy and experience design initiatives, with a strong portfolio showcasing service blueprints, journeys, and/or complex ecosystem work for digital and/or omnichannel services.
- Deep understanding of human-centered and service design principles, with a systems mindset and a user-first approach to shaping services and products.
- Demonstrated experience using service blueprinting, journey mapping, and ecosystem mapping to connect customer experience with operational and technical realities.
- Expertise in conducting user and stakeholder research and translating insights into actionable service and product strategies, concepts, and roadmaps.
- Exceptional facilitation skills, with an uncommon ability to design and lead workshops and problem-solving sessions that bring together diverse stakeholders and move them toward alignment.
- Strong communication and storytelling skills, capable of conveying complex concepts clearly and persuasively across different audiences—from frontline staff to executives.
- Comfort working in highly ambiguous problem spaces, where defining the right question and narrowing the focus is as important as generating solutions.
- Collaborative, low-ego approach with the ability to inspire and motivate cross-functional teams without formal authority.
- Familiarity with design and prototyping tools (e.g., Figma, FigJam, Miro) and an understanding of current trends in digital products, services, and enabling technologies.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service designexperience designservice blueprintingjourney mappingecosystem mappinguser researchstakeholder researchprototypingusability testinghuman-centered design
Soft skills
facilitationcommunicationstorytellingcollaborationproblem-solvingleadershipinnovationalignmentcoachingstrategic thinking