Job Title: Service Designer, Experience Design, Strategy & Standards
Location: Home Office, NYC, 51 Madison Ave, New York, NY
Hybrid: NYC 1-2 days in office
Full-time: 37.5 hours
Duration: 6 Months contract
Fingerprinting Required: No
Interview: 3-step interview process, phone screen, 1hr panel portfolio interview, final interview
About the role:
Client s Experience Design organization is scaling its journey mapping and service design capability across the enterprise. We re looking for an experienced Service Designer to operate as a hands-on practitioner, producing high-quality journey artifacts and establishing the repeatable process for producing them at scale. Reporting to the Design Strategy Director (within the Experience Strategy & Standards team), this is a senior individual-contributor role for someone who already has deep service design experience and wants to apply it in a fast-moving, high-impact environment.
You ll spend most of your time in the craft: mapping experiences, translating research into journey content, and producing artifacts that hold up as a single source of truth. Alongside that, you ll build the templates, methods, and workflow that let NYL produce journeys consistently and at volume.
What you ll do
Core service design practice

• Facilitate discovery sessions to identify the roles, systems, tools, and processes behind each journey
• Organize and synthesize qualitative research, stakeholder input, and business context into meaningful, focused frameworks
• Map end-to-end experiences across customer, advisor, and internal journeys, surfacing friction points, opportunity areas, and moments that matter
• Produce service blueprints that capture front-stage and back-stage layers
• Maintain journey artifacts as a living single source of truth

• Build a repeatable, AI-ready production process (templates, methods, and workflow) that lets NYL produce journey artifacts consistently and at volume, designed for the Experience Strategy & Standards team to own and govern after handoff
• Create scalable, shareable journey artifacts, using code-based or component-driven production approaches where they improve speed, consistency, and reusability
• Establish and maintain a library of blueprint and journey map templates to support various levels of detail and scope

• Demonstrated depth in service design, experience strategy, and/or journey mapping
• Ability to manage stakeholders, facilitate workshops, and educate others regarding the value and purpose of service design methods
• Proven ability to establish repeatable processes, not just deliver one-off artifacts
• Strong systems thinking, with the ability to connect experience to operational and technical ecosystems
• Production fluency: comfort producing scalable, shareable artifacts, including with code-based or component-driven methods
• Fluent in FigJam, Figma, Claude Design, or similar, and willing to work beyond them
• Familiarity creating custom skills with agentic AI tools such as Claude and ChatGPT
• Comfort in complex, regulated environments; financial services experience a plus

Portfolio required with application. Please do not use Dropbox or Google Drive links, as we cannot access them.