Free Sr. Service Designer, UED Lead

Key Responsibilities:

• OTI is seeking a Senior Service Designer to enhance MyCity’s end-to-end service delivery by mapping ecosystems, identifying pain points, and creating service blueprints and workflows, enriched by AI-powered tools for adaptive process optimization and dynamic journey mapping. The role involves designing efficient processes, facilitating co-creation workshops, and collaborating with Agile teams to align on iterative refinement strategies. Emphasizing systems thinking, the position ensures seamless digital and physical touchpoints, accessibility, and scalable, end-to-end service improvements. The role may also collaborate and complement a UX Researcher during key research and testing periods. Ability to map end-to-end service ecosystems, including user journeys, back-end processes, and organizational touchpoints. Proficiency in identifying pain points and opportunities for improvement at a systems level.

• Expertise in designing new processes and workflows to enhance service delivery and efficiency. Familiarity with lean methodologies to streamline processes and reduce operational waste.

• Proficiency in creating clear, compelling design artifacts such as service blueprints, journey maps, and experience conducting co-creation workshops to align stakeholders around a unified vision.

• Advanced visual storytelling skills to convey complex ideas to diverse audiences.

• Capability to design seamless interactions across digital and physical service channels.

• Collaborate with product and technology teams to translate service design insights into actionable solutions and seamless implementations.

• Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping, with a focus on automated ecosystem insights and dynamic process refinements to uncover pain points and opportunities for improvement.

• Strong skills in applying systems thinking to analyze and redesign interconnected service components. And supporting change management processes to ensure successful adoption of service improvements.

• Advocate for user needs and system-level thinking, ensuring compliance with ADA standards, while being accessible, inclusive, and aligned with user expectations.

• Monitor and evaluate the effectiveness of services through feedback, AI-enhanced usability testing, and iterative improvements informed by real-time sentiment tracking and behavioral analytics.

• Experience monitoring the effectiveness of services through user feedback, data analytics, and usability testing.

• Ability to recommend iterative improvements based on quantitative and qualitative data.

TOOLS AND METHODOLOGIES:

• Experience with tools like Figma, Miro, or Lucid chart for service design artifacts.

• Familiarity with usability testing tools, remote collaboration platforms, and agile project management tools like Azure Boards.

Mandatory Qualifications:

• 8+ years of experience in service design, systems thinking, or related disciplines, with a proven ability to lead cross-functional initiatives in agile environments.

• Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey mapping to uncover pain points and opportunities for improvement.

• Proficiency in user research methods such as interviews, surveys, usability testing, and contextual inquiry. Expertise in both qualitative and quantitative approaches, with experience conducting research on complex, large-scale projects (e.g., longitudinal studies, diary studies, ethnographic research).

• Experience developing and maintaining service-specific design artifacts, including personas, journey maps, and service blueprints, to align teams and guide decision- making.

• Proficient in tools like Figma, Miro, and Lucidchart to create wireframes, mockups, and prototypes for testing and concept validation, with advanced skills in interactive prototyping.

• Proven ability to collaborate with UX designers, Product Owners, and technical teams to translate service design insights into actionable solutions and ensure seamless implementation.

• Excellent communication and facilitation skills, with the ability to clearly present service design findings, insights, and recommendations to stakeholders. Experience conducting co-creation workshops, stakeholder alignment sessions, and design reviews.

• Candidate MUST have an online portfolio showcasing service design artifacts, user research methodologies, and system-level problem-solving. The link must be included in the resume.

• Candidates must be willing and able to pass an assessment conducted by NYC hiring manager(s).

• Vendor MUST provide a link to candidate’s portfolio in the submitted resume.

Desired Qualifications:

• Create and deliver service-specific design artifacts to support project objectives, including service blueprints, ecosystem maps, visual designs, wireframes, and interactive prototypes.

• Collaborate with UX designers and developers to integrate service design insights into a cohesive design system, ensuring consistency and scalability across services.

• Experience working in agile and iterative environments, with a deep understanding of agile practices such as sprint planning, retrospectives, and backlog grooming.

• Proven ability to thrive in multidisciplinary teams, bringing together perspectives from design, research, product, and technology to improve end-to-end service delivery.

• Proficiency in service design and UX tools for collaboration and communication, such as Figma, Miro, Lucidchart, and Azure Boards.

• Familiarity with design thinking principles and methodologies, with demonstrated ability to lead or actively participate in design sprints, ideation workshops, and feedback sessions.

• Experience conducting accessibility evaluations and ensuring service designs meet or exceed accessibility standards (e.g., WCAG, ADA compliance), utilizing AI-assisted tools to automate accessibility audits and streamline compliance verification.

• Proficiency in analytics and data visualization tools, such as Google Analytics, Tableau, or Power BI, to track user behavior, gather actionable insights, and inform service design decisions.

• Ability to balance user-centered design with business goals, aligning service improvements with organizational objectives and technical feasibility.

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