Our client, a leader in aerospace & defense, is looking to hire a Senior Service Designer. This is a fully remote role that will align to EST business hours!
*This job is a 1-year W2 contract role with benefits!*
As a Senior Service Designer, you will own critical Customer Experience initiatives with high visibility to leadership, seeking to achieve quality, efficiency, and scalability for enterprise aerospace & defense products.
What You'll Be Doing
Own the scoping, partner identification, deliverables, timelines, and delivery of service design projects in collaboration with stakeholders across product, design, research, and operations
Design surveys, reviews, and leverage conversion dashboards to gather and visualize customer feedback, identifying dependencies and gaps in service offerings
Leverage data to drive product development initiatives, advocating for the customer experience
Lead initiatives that optimize pricing, cross-sells, and upsells to ensure customers' needs align to product and value
Required Skill & Qualifications
5+ years in Service Design, UX Strategy, UX Research, and/or UX Architecture, developing customer journey maps, experience maps, service blueprints, personas, and current/future-state experience mapping
Experience conducting user/stakeholders interviews & workshops, as well as presenting insights to senior leadership, distilling complex data to a simple storyline
Experience with Figma/FigJam, Miro, Mural, or similar whiteboarding/collaboration tools
Ability to apply behavioral/product analytics into UX decisions using GA4, Adobe Analytics, or equivalent data visualization tools
Hands-on research experience using Qualtrics, UserTesting, Dovetail, or equivalent for user/usability testing
Desired Skills & Experience
Bachelor's Degree in Service Design, Human Computer Interaction, or related field
Experience applying AI, automation, data, or emerging technology to experience strategies
Prior experience in highly regulated industries including aerospace/defense, pharmaceuticals, finance, etc. preferred!