Service Designer

Overview

This role focuses on bridging the gap between ambiguous business concepts and buildable digital product requirements. You will lead generative discovery with agency teams to unearth how they currently process information, where workflows break down, and how structured clarity is achieved. Your insights will directly shape the design, architecture, and principles of an AI-assisted tool or agent built to streamline this process. It is a 0→1 applied service design initiative aimed at defining the problem space before building the solution.

Primary Responsibilities

• Lead generative research across agency teams to investigate how raw concepts and scattered data transition into formal product requirements.

• Develop end-to-end process maps capturing the journey from initial client idea to final scope, identifying key friction points, information loss, and team divergence.

• Analyze complex, unstructured qualitative data to extract repeatable patterns, common bottlenecks, and core user needs.

• Formulate design principles, functional requirements, and strategic recommendations to guide the development of the future digital tool or agent.

• Create and test low-fidelity process interventions, workflow models, and early concepts to evaluate their impact on clarity and execution.

• Design and run interactive workshops to align cross-functional stakeholders, frame core challenges, and test emerging solutions.

Required Qualifications and Skills

• Five or more years of experience in service design, UX research, or product discovery within highly ambiguous domains.

• Proven ability to synthesize chaotic, disparate inputs into clear frameworks and actionable insights.

• Extensive experience analyzing operational workflows and service systems rather than solely focusing on digital user interfaces.

• High proficiency in workshop facilitation, collaborative problem framing, and stakeholder management.

• Demonstrated autonomy and resilience when navigating open-ended 0→1 initiatives with undefined deliverables.

• Familiarity with or strong interest in AI-assisted workflows and agentic tools.