The College Board

Senior Service Designer, Bluebook Platform

The College Board

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $112,000 - $154,000 per year

Job Level

Senior

About the role

  • Apply service design methodologies to understand and map complex ecosystems, including users, stakeholders, processes, and supporting systems
  • Conduct and synthesize generative, formative, and evaluative research across multiple stakeholders (students, educators, administrators, internal teams)
  • Create and evolve end-to-end journey maps that reflect real user experiences across channels and touchpoints
  • Develop service blueprints that connect frontstage experiences with backstage processes, systems, and dependencies
  • Facilitate workshops and co-creation sessions to align cross-functional partners and uncover service-level opportunities
  • Translate user, behavioral, and operational data into actionable service improvements
  • Influence prioritization and roadmapping by identifying high-impact opportunities across the service ecosystem
  • Champion inclusive, human-centered service design principles across products and operations
  • Use storytelling to communicate service vision, complexity, and opportunities in a clear and compelling way
  • Design and refine end-to-end services that span digital products, internal tools, and operational workflows
  • Ensure consistency and continuity across touchpoints, channels, and moments in the user journey
  • Create service design deliverables such as journey maps, service blueprints, ecosystem maps, workflows, and prototypes
  • Partner with product designers and engineers to translate service concepts into product and system-level solutions
  • Conduct usability testing, service pilots, and validation activities to evaluate both experience quality and service performance
  • Ensure services are inclusive and accessible across all touchpoints and user groups
  • Identify service gaps and opportunities for optimization through ongoing measurement and iteration
  • Use tools like Figma (preferred), Miro, and Dovetail to design, document, and test work
  • Work closely with product managers, engineers, researchers, operations, and other stakeholders to align service outcomes
  • Bridge silos by connecting teams across product, technology, and operations
  • Participate in team rituals (standups, planning, reviews) while also introducing service design practices where needed
  • Translate service design decisions into clear artifacts and guidance that support implementation
  • Present service concepts, research findings, and recommendations with clarity and confidence
  • Contribute to shared service design practices, tools, and templates across the organization
  • Mentor peers and designers through feedback, pairing, and sharing service design practices
  • Stay current with service design methods, tools, and trends, and bring new thinking into the organization
  • Contribute to critiques, workshops, and internal documentation that strengthen design maturity
  • Participate in hiring and onboarding activities.

Requirements

  • A portfolio demonstrating end-to-end service design work, including journey maps, service blueprints, and measurable outcomes
  • A Bachelor’s degree in a related field (service design, interaction design, HCI, systems design, social sciences, etc.) and/or equivalent experience
  • 3–7 years of experience in service design, product design, or related fields, with clear experience working on complex, multi-touchpoint services
  • Strong systems thinking and experience mapping complex ecosystems and service interactions
  • Expertise in service design methodologies, including journey mapping, service blueprinting, and workshop facilitation
  • Experience conducting and applying research across multiple stakeholder groups
  • Ability to translate insights into actionable service improvements and product direction
  • Experience collaborating across product, engineering, and operational teams
  • Strong communication and storytelling skills, especially in explaining complex systems and services
  • A commitment to inclusive, ethical, and human-centered design
  • Curiosity and adaptability—you are self-motivated and continuously learning, including exploring emerging tools and technologies
  • The ability to travel at a minimum of 3–5 times a year to College Board offices or client/user sites
  • Authorization to work in the United States.
Benefits
  • Annual bonuses and opportunities for merit-based raises and promotions
  • A mission-driven workplace where your impact matters
  • A team that invests in your development and success
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service design methodologiesjourney mappingservice blueprintingusability testingresearch synthesissystems thinkingdata translationservice optimizationprototypingexperience mapping
Soft Skills
strong communicationstorytellingcollaborationfacilitationmentoringcuriosityadaptabilityinclusivityethical designproblem-solving