Title : UX Service Designer / Hybrid NY

Title :

Senior UX Service Designer

Work Location : Hybrid, New York City (5 boroughs) and Remote.

Senior Service Designer to enhance MyCitys end-to-end service delivery by

mapping ecosystems, identifying pain points, and creating service blueprints and workflows, enriched by AI-powered tools for adaptive process optimization and dynamic journey mapping. The role involves designing efficient processes, facilitating co-creation workshops, and collaborating with Agile teams to align on iterative refinement strategies. Emphasizing systems thinking, the position ensures seamless digital and physical touchpoints, accessibility, and scalable, end-to-end service improvements. The role may also collaborate and complement a UX Researcher during key research and testing periods. Ability to map end-to-end service ecosystems, including user journeys, back-end processes, and organizational touchpoints. Proficiency in identifying pain points and opportunities for improvement at a systems level.

Expertise in designing new processes and workflows to enhance service delivery and

efficiency. Familiarity with lean methodologies to streamline processes and reduce

operational waste.

Proficiency in creating clear, compelling design artifacts such as service blueprints,

journey maps, and experience conducting co-creation workshops to align stakeholders

around a unified vision.

Advanced visual storytelling skills to convey complex ideas to diverse audiences.

Capability to design seamless interactions across digital and physical service

channels.

Collaborate with product and technology teams to translate service design insights

into actionable solutions and seamless implementations.

Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping, with a focus on automated ecosystem insights and dynamic process refinements to uncover pain points and opportunities for improvement.

Strong skills in applying systems thinking to analyze and redesign interconnected service components. And supporting change management processes to ensure successful adoption of service improvements.

Advocate for user needs and system-level thinking, ensuring compliance with ADA standards, while being accessible, inclusive, and aligned with user expectations.

Monitor and evaluate the effectiveness of services through feedback, AI-enhanced usability testing, and iterative improvements informed by real-time sentiment tracking and behavioral analytics.

Experience monitoring the effectiveness of services through user feedback, data analytics, and usability testing.

Ability to recommend iterative improvements based on quantitative and qualitative data.

TOOLS AND METHODOLOGIES :

Experience with tools like Figma, Miro, or Lucidchart for service design artifacts.

Familiarity with usability testing tools, remote collaboration platforms, and agile project management tools like Azure Boards.

MANDATORY SKILLS / EXPERIENCE Note : Candidates who do not have the mandatory skills will not be considered

8+ years of experience in service design, systems thinking, or related disciplines, with a proven ability to lead cross-functional initiatives in agile environments.

Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping to uncover pain points and opportunities for improvement.

Proficiency in user research methods such as interviews, surveys, usability testing, and contextual inquiry. Expertise in both qualitative and quantitative approaches, with experience conducting research on complex, large-scale projects (e.g., longitudinal studies, diary studies, ethnographic research).

Experience developing and maintaining service-specific design artifacts, including personas, journey maps, and service blueprints, to align teams and guide decision-making.

Proficient in tools like Figma, Miro, and Lucidchart to create wireframes, mockups, and prototypes for testing and concept validation, with advanced skills in interactive prototyping.

Proven ability to collaborate with UX designers, Product Owners, and technical teams to translate service design insights into actionable solutions and ensure seamless implementation.

Excellent communication and facilitation skills, with the ability to clearly present service design findings, insights, and recommendations to stakeholders. Experience conducting co-creation workshops, stakeholder alignment sessions, and design reviews.

Candidate MUST have an online portfolio showcasing service design artifacts, user research methodologies, and system-level problem-solving. The link must be included in the resume.