Service Designer

Role: Service Designer

Location: Rosemead, CA

Job Description

Must Have Technical/Functional Skills

The Service Designer conducts research and service design activities that power the internal-facing experience function for our client. Working under the Research and Experience Lead, this qualitative-leaning research role calls for a systems-level thinker: someone who can partner with stakeholders and business teams to understand employee experiences, identify pain points, and connect what employees experience at the frontstage to the root causes in backstage IT processes, systems, and policies that shape those experiences across the IT services lifecycle.

Roles & Responsibilities

User Research & Analysis

• Plan and conduct qualitative interviews and fieldwork across both frontstage and backstage actors: the employees who experience IT services, the operational and field workers who depend on them, and the service delivery teams (IT technicians, service desk agents, SIAM vendors) who provide them

• Analyze service call transcripts, ITSM ticket data, and digital communication channels to identify themes, pain points, and patterns

• Synthesize findings across data sources into clear, prioritized insights and actionable recommendations

Experience Improvement

• Work with customer teams to understand how ITSM processes, service handoffs, and system constraints create friction, and help them prioritize what to fix and why

• Translate research findings into specific, prioritized service improvement recommendations tied to client business outcomes such as employee productivity, IT service reliability, and the cost and quality of IT service delivery

• Support co-design and ideation sessions that go beyond presenting findings, instead enabling client employees and service delivery teams to work together to shape improvements

Experience Design

• Build service blueprints that map employee-facing experiences to the underlying systems and processes that shape them

• Develop and maintain customer personas and journey maps across IT service touchpoints

• Produce polished visual deliverables (personas, journey maps, presentation materials)

Stakeholder Engagement

• Build trusted relationships with client business teams that the experience function serves, including maintaining a regular onsite presence

• Bring tact and good judgment to sensitive organizational contexts

• Communicate research findings clearly to both technical and non-technical audiences

• Present findings in stakeholder sessions alongside the Research Lead and, increasingly, independently

Research Operations

• Leverage AI tools to accelerate and improve planning, recruitment, analysis, synthesis, reporting, and documentation where appropriate

• Support the maintenance and maturation of the experience function’s operational assets (eg, research repository, templates, research playbook, and processes)