Service Designer, Experience Design, Strategy & Standards

Service Designer, Experience Design, Strategy & Standards

ECLARO is looking for a Service Designer, Experience Design, Strategy & Standards for our client in New York, NY. ECLARO's client is one of the largest mutual life insurance companies and provides long-term care insurance, mutual funds and retirement-plan services across the US. If you're up to the challenge, then take a chance at this rewarding opportunity!
Position Overview:
Client's Experience Design organization is scaling its journey mapping and service design capability across the enterprise.
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, will build the templates, methods, and workflow that let client produce journeys consistently and at volume.
Responsibilities:
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.

Production and Process Building:

Build a repeatable, AI-ready production process (templates, methods, and workflow) that lets client 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.

Qualifications:
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, 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.
If hired, you will enjoy the following ECLARO Benefits:
401k Retirement Savings Plan administered by Merrill Lynch
Commuter Check Pretax Commuter Benefits
Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO
Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.