Remote Principal Service Designer

This role is vital to enhancing the customer journey within the financing realm, shaping experiences that impact millions. The Principal Service Designer will define strategic service directions, facilitate cross-functional collaboration, and drive service innovation to support senior leaders.

Accountabilities

• Define and champion a multi-year experience vision for the integrated financing customer journey, from pre-approval through close and beyond.
• Identify strategic bets and investment priorities by connecting customer needs, operational constraints, and business outcomes.
• Build frameworks, narratives, and artifacts to aid senior leaders in making informed experience decisions.
• Translate enterprise strategy into actionable design direction for product teams.
• Execute the experience strategy by collaborating with Product, Engineering, Marketing, and other teams to deliver service improvements.
• Create service design artifacts and lead sessions to co-create and iterate with partners.
• Envision and innovate new services and channels aligned with larger business goals.
• Orchestrate service improvements across channels and business lines, breaking down silos.
• Develop and implement AI capabilities related to service design methodologies.
• Mentor designers and product managers, elevating the quality of service design work and exploring AI-enhanced tools.

Requirements

• 7+ years of experience in service design, design strategy, business design, or related fields.
• Ability to operate at multiple levels, from strategic framing to detailed design critique.
• Proven experience influencing product or business strategy with senior stakeholders.
• Strong service design skills, including journey maps, service blueprints, and storyboards.
• Experience creating strong partnerships across product, engineering, and operations.
• Skill in developing frameworks and tools that aid team decision-making.
• Mentoring experience for other designers to elevate work quality.
• Proficiency in design tools such as Figma, Mural, or similar.
• Experience in complex operational environments like financial services is a plus.
• Familiarity with AI tools to support design workflows is advantageous.

Benefits

• Competitive base salary with equity awards based on experience and performance.
• Flexible remote work options, allowing you to choose your workspace.
• Opportunities for professional development and growth.
• Collaborative and inclusive work culture.
• Innovative projects that drive industry change.
• Recognition as a top workplace with a commitment to employee empowerment.

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