Our client, an international property and casualty insurance company, has an immediate need for a Service Design Lead. This long-term, FULLY-REMOTE contract starts as soon as we've identified the ideal candidate, and continues (40 hours per week) through the end of the year with the likelihood of extending into 2027.

The ideal Service Design Lead will play a critical role in transforming insurance services by designing end-to-end experiences that meet real human needs. The Service Design Lead will report to the User Experience director and demonstrate depth in the craft of service design both as an individual contributor and as a mentor and guide to other user experience team members - planning, prioritizing, and delivering service design activities and artifacts.

Service Design Lead Responsibilities: 

• Independently lead service design and execution across multiple large and complex products within the Agent and Insured Experience Program as an individual contributor
• Design and facilitate collaborative sessions/workshops with internal and external stakeholders to gather input for deliverables
• Collaborate with product managers, architects, developers, and other stakeholders to get a deeper understanding of user journeys, processes, technology, and data
• Create new and improve existing user journey maps to visualize the user experience across different stages and channels
• Develop detailed service blueprints that map out the entire service process (including frontstage and back-stage activities) and identify key touchpoints and interactions to ensure a cohesive service experience
• Highlight potential gaps and areas of opportunity for improvement across the whole service (including insureds, agents, and underwriters processes) focusing holistically on all channels of interaction
• Develop detailed user archetypes based on research findings to represent different user needs and behaviors
• Lead storytelling and visualization to help cross-functional teams to develop a deep understanding of user journeys and seek to align these against business strategy as well as technology constraints to develop new solutions
• Document processes and create a replicable playbook for the team moving forward
• Work with minimal oversight in an evolving environment; be pragmatic (not purist), flexible, and focused on outcomes

Service Design Lead Requirements:

• 7+ years of experience in design or design research, with at least 4 years specializing in service and strategic design
• A portfolio of case studies with visual artifacts to demonstrate your service design rigor and acumen
• Bachelor s degree in HCI, Psychology, Interaction Design, Industrial Design, Digital Design, Anthropology, or a relevant field
• An entrepreneurial spirit and the confidence to present concepts and ideas
• A can-do attitude with the tenacity to overcome obstacles and the drive to move projects forward
• Proficiency in design and whiteboarding tools such as Figma and Miro

Bonus Points:

• The ideal candidate has worked in heavily federated, highly regulated industries - commercial insurance industry experience puts your name at the top of the list
• The ideal candidate brings true, end-to-end service design experience - thriving where structure isn't fully defined, and owning the whole service rather than just UI experience, or any one touchpoint of the digital experience
• The ideal candidate has led large, cross-functional efforts, working autonomously, running workshops independently, driving alignment between business and tech, and mentoring others

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data, including financial information.

Benefits