Senior Service Designer / Contract / Remote

Our client, a leader in aerospace & defense, is looking to hire a Senior Service Designer. This is a fully remote role that will align to EST business hours!

*This job is a 1-year W2 contract role with benefits!*

As a Senior Service Designer, you will own critical Customer Experience initiatives with high visibility to leadership, seeking to achieve quality, efficiency, and scalability for enterprise aerospace & defense products.

What You'll Be Doing

• Own the scoping, partner identification, deliverables, timelines, and delivery of service design projects in collaboration with stakeholders across product, design, research, and operations
• Design surveys, reviews, and leverage conversion dashboards to gather and visualize customer feedback, identifying dependencies and gaps in service offerings
• Leverage data to drive product development initiatives, advocating for the customer experience
• Lead initiatives that optimize pricing, cross-sells, and upsells to ensure customers' needs align to product and value

Required Skill & Qualifications

• 5+ years in Service Design, UX Strategy, UX Research, and/or UX Architecture, developing customer journey maps, experience maps, service blueprints, personas, and current/future-state experience mapping
• Experience conducting user/stakeholders interviews & workshops, as well as presenting insights to senior leadership, distilling complex data to a simple storyline
• Experience with Figma/FigJam, Miro, Mural, or similar whiteboarding/collaboration tools
• Ability to apply behavioral/product analytics into UX decisions using GA4, Adobe Analytics, or equivalent data visualization tools
• Hands-on research experience using Qualtrics, UserTesting, Dovetail, or equivalent for user/usability testing

Desired Skills & Experience

• Bachelor's Degree in Service Design, Human Computer Interaction, or related field
• Experience applying AI, automation, data, or emerging technology to experience strategies
• Prior experience in highly regulated industries including aerospace/defense, pharmaceuticals, finance, etc. preferred!