Job Description

Kforce has a client in Plano, TX that is seeking a Senior Level Service Designer to help teams understand end-to-end consumer and employee experiences across channels, products, systems, and lines of business. Summary: Working in partnership with strategists, researchers, and cross-functional stakeholders, you will facilitate conversations that uncover how experiences are delivered behind the scenes, identify gaps and opportunities for improvement, and create visualizations that connect consumer impact to organizational operations. This role is ideal for a systems thinker who excels at synthesizing complex information across multiple formats, bringing people together around a shared understanding, and translating ambiguity into actionable experience insights and service design artifacts. This role will use FigJam for cross-team collaboration and visual mapping, MS Office for reporting, publishing, and organizing information, and Slack is our primary communication tool. Responsibilities:

• Synthesize large volumes of existing research, business documentation, operational processes, stakeholder conversations, and strategic initiatives into clear narratives, frameworks, artifacts, and visual models
• Produce polished, engaging, and functional service design artifacts that support decision-making and organizational alignment, clearly communicating consumer impacts alongside business, operational, and technology considerations to tell a compelling story through visualization, synthesis, and structured communication
• Build relationships and credibility across teams to drive collaboration and alignment and most accurately document end-to-end consumer and employee experiences across channels, touchpoints, and organizational boundaries
• 6 years of experience in service design, consumer research, experience strategy, or related field
• Demonstrated experience mapping complex experiences, services, journeys, or operational ecosystems that are unrelated to digital flows, wireframes, and prototypes
• Exceptional synthesis skills and comfort working with ambiguity and incomplete information
• Experience translating complex concepts into clear visual frameworks and deliverables
• Excellent written and verbal communication skills, with the ability to facilitate effectively and communicate recommendations to stakeholders at all levels, including senior and executive leaders
• Familiarity with human-centered design, service design methodologies, and systems thinking
• FigJam, MS Office (Excel, Powerpoint), Slack experience

• Experience creating service design artifacts, including but not limited to service blueprints, ecosystem maps, operating model maps, customer journeys, and systems maps
• Background working in large, matrixed organizations with multiple business units and channels
• Proficiency with visualization and collaboration tools such as FigJam, Lucidchart, or similar platforms

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