Service Designer

Robusta Studio

We are seeking a highly skilled and strategic Service Designer to join our Experience Design team and lead the creation of human-centered services that seamlessly bridge digital and physical touchpoints. This role requires strong systems thinking, deep user empathy, and the ability to translate complex business challenges into coherent, scalable, and valuable service experiences.

As a Service Design Manager, you will play a key role in shaping end-to-end service experiences for our clients. You will be responsible for understanding user behaviors, mapping service ecosystems, and orchestrating interactions across multiple channels and stakeholders. Your ability to visualize, prototype, and communicate service concepts will ensure that every part of the customer journey works seamlessly together.

You will collaborate closely with strategists, UX designers, researchers, business analysts, and technologists to ensure services are desirable for users, viable for the business, and feasible from an operational and technical perspective.

Responsibilities

• Conduct qualitative and quantitative research to uncover user needs, pain points, and behavioral insights that inform service design decisions.
• Develop service blueprints, customer journey maps, ecosystem maps, and experience principles to align teams around a shared service vision.
• Facilitate co-creation workshops and ideation sessions with clients, end users, and cross-functional stakeholders.
• Identify service gaps, inefficiencies, and opportunities for innovation across customer touchpoints and operational layers.
• Prototype service concepts (low- to high-fidelity) and test them to validate desirability, usability, and operational feasibility prior to implementation.
• Translate research insights and design outputs into actionable recommendations that drive measurable improvements in customer experience and operational performance.
• Collaborate with business analysts, process designers, and technical teams to ensure service solutions are feasible and aligned with business value.
• Define service success metrics and support post-launch performance measurement and continuous improvement.
• Advocate for design thinking and user-centered methodologies within multidisciplinary project teams and client organizations.
• Mentor and guide junior designers while contributing to the growth of the service design capability within the organization.