SENIOR SERVICE DESIGNER

GreenShield is seeking a Senior Service Designer to shape and improve end-to-end experiences for our customers, partners, and employees. You’ll uncover unmet needs, bring complex journeys to life, and design future-state experiences that create meaningful value for people and the business. Working across business, technology, operations, and customer-facing teams, you’ll turn insights into action and help embed journey thinking across GreenShield. We’re looking for someone who brings a flexible, practical approach to service design, builds strong partnerships, and knows how to get hard things done together. Responsibilities: Lead end-to-end service journey design: Conduct discovery and analysis, develop current- and future-state journey maps, identify pain points, and design service improvements that thoughtfully balance customer needs with business goals and operational realities. Drive enterprise understanding of service journeys: Build shared understanding across the organization of current-state and desired future-state experiences, end-to-end journeys, service blueprints, key interdependencies, and opportunities to create value for both customers and the business. Support journey management and continuous improvement: Create and maintain journey maps, service blueprints, and related artifacts; help teams prioritize opportunities; and support ongoing experience improvement initiatives that align customer outcomes with organizational priorities. Facilitate experience visioning and innovation: Lead workshops and co-creation sessions to define future-state experiences, service concepts, and customer-centered solutions that are desirable for people, feasible to deliver, and viable for the organization. Conduct research and synthesize insights: Plan and facilitate interviews, workshops, journey-mapping sessions, and service assessments. Translate qualitative and quantitative findings into actionable strategies that connect customer needs, employee needs, and business outcomes. Build service design capability: Champion service design principles, tools, and methods. Coach teams in journey mapping, service blueprinting, systems thinking, and human-centered design while fostering collaboration and decision-making that brings customer and business needs together.