Staff / Principal Service Designer — Customer Experience

About the Role

We’re looking for an experienced Staff or Principal Service Designer to help shape and improve complex, end-to-end customer experiences.

This role goes beyond the experience of an individual digital product or feature. You’ll take a holistic view of the customer journey across products, channels, services, and touchpoints, helping the organization understand where friction exists, where customer needs are not being met, and where there are opportunities to create more seamless and differentiated experiences.

You’ll combine service design, journey management, customer research, systems thinking, and experience strategy to uncover opportunities and translate insights into actionable recommendations. This is an opportunity for someone who enjoys zooming out, connecting the dots across a complex ecosystem, and influencing how an organization thinks about the customer experience at scale.

The team is open to candidates at either the Staff or Principal level, with level determined by experience, scope, and organizational influence.

What You'll Do

• Lead service design and customer experience initiatives focused on complex, end-to-end customer journeys.

• Develop and evolve customer journey maps, service blueprints, experience frameworks, and other service design artifacts that create a shared understanding of the current and future customer experience.

• Identify pain points, gaps, unmet needs, and opportunities across the customer journey.

• Find opportunities to create meaningful moments of delight and differentiated experiences for customers.

• Look across individual products and touchpoints to identify broader opportunities for CX innovation and transformation.

• Synthesize customer research, behavioral insights, business context, and stakeholder input into clear experience opportunities and recommendations.

• Facilitate workshops and collaborative working sessions to align cross-functional teams around customer needs, journeys, and opportunities.

• Partner closely with UX Research, Product, Design, Engineering, business, and other cross-functional teams.

• Help teams understand the relationships and dependencies between different customer interactions, operational processes, products, and channels.

• Influence experience strategy and priorities without relying on direct authority.

• Communicate complex customer journeys and systemic challenges in a way that creates clarity and drives action across the organization.

What We're Looking For

• Significant experience in Service Design, Customer Experience, Experience Strategy, Journey Management, UX Research, Product Design, or a related discipline.

• Demonstrated experience improving end-to-end customer journeys, not solely individual digital products or interfaces.

• Strong experience with customer journey mapping and/or service blueprinting.

• Ability to synthesize qualitative and quantitative insights into meaningful experience opportunities.

• Strong systems thinking with the ability to understand how multiple products, services, channels, teams, and operational processes contribute to a customer's overall experience.

• Experience identifying both customer pain points and opportunities for innovation.

• Strong facilitation, storytelling, and stakeholder-management skills.

• Ability to communicate and influence across different levels and functions within a large organization.

• Comfortable navigating ambiguity and bringing structure to complex customer and business problems.

• Strong collaborative mindset and experience working within highly cross-functional environments.

Staff vs. Principal

At the Staff level, you'll independently lead significant service design and journey initiatives, collaborate across multiple teams, and influence the direction of complex customer experiences.

At the Principal level, you'll operate across an even broader organizational landscape — connecting multiple journeys and initiatives, identifying systemic experience opportunities, shaping CX strategy, and influencing senior stakeholders and teams across the enterprise.

For both levels, we're looking for someone who can balance strategic thinking with hands-on service design work and turn customer insights into meaningful action.

Nice to Have

• Experience working within a large, complex enterprise environment.

• Experience with omnichannel customer experiences spanning digital and physical touchpoints.

• Experience establishing or scaling journey management practices within an organization.

• Background in UX Research with significant hands-on service design and journey-mapping experience.

• Experience working on transformation or innovation initiatives.

• Spanish-language proficiency is a plus, but not required.
  
  The hourly pay range for this position (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location) is $65.00 to $80.00/hr.  Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
   
  Synergis is proud to be an Equal Opportunity Employer.  We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
   
  Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
   
  For immediate consideration, please forward your resume to mpersons@synergishr.com
   
  If you require assistance or an accommodation in the application or employment process, please contact us at mpersons@synergishr.com.
  
  Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.