Senior Service Designer

About Apollo.io

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally. Founded in 2015, the company is one of the fastest growing SaaS companies, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform.

By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers.

At Apollo, product design is led by an accomplished team with decades of experience from some of the world’s most influential product organizations — including Atlassian, Google, Pay Pal, Intuit, Amazon, and Meta. Collectively, we’ve shaped and defined the experiences across category-defining SaaS tools, scaled global systems, and built high-performing teams that elevate the impact and culture of design across organizations.

Our vision is to build the most customer-obsessed, data-driven, and human-centered design organization in SaaS — one that integrates the power of AI to elevate Apollo’s product and set a new standard for go-to-market software design.

Apollo is hiring a Senior Service Designer to help operationalize and scale our end-to-end customer journeys across products, systems, and teams.

This role focuses on making journeys real in day-to-day product development. You’ll work closely with a Staff Service Designer and the Journey Management Tiger Team to maintain living journey maps, run journey-based working groups, and embed service thinking into how squads plan, design, and deliver.

This is a highly collaborative, hands-on role for someone who thrives at the intersection of design, operations, and cross-functional facilitation.

• Maintain and evolve living journey maps and service blueprints, ensuring they reflect real product delivery, customer insights, and business priorities.
• Facilitate journey-based working groups to align cross-functional teams on shared outcomes, dependencies, and end-to-end customer success.
• Partner with product squads on high-impact initiatives to frame problems through a journey lens and identify moments that matter.
• Surface and document cross-squad dependencies, handoffs, and risks, helping teams address them earlier in the delivery process.
• Connect qualitative and quantitative insights to journey artifacts, keeping journeys grounded in real customer and usage signals.
• Support adoption of journey-first ways of working by creating lightweight templates, playbooks, and guidance for teams.
• Collaborate with the Journey Management Tiger Team and Design System partners to ensure journey insights inform shared patterns, guardrails, and system evolution.
• Track journey health over time and contribute to quarterly reviews that highlight progress, gaps, and opportunities for improvement.

• 6–8+ years of experience in UX, product, or service design, with 2+ years focused on service design, systems thinking, or journey-level work.
• Strong hands-on experience creating and maintaining journey maps, service blueprints, and ecosystem diagrams.
• Demonstrated ability to operate within complex, cross-functional environments, coordinating across product, design, engineering, research, and operations.
• Experience facilitating workshops, working groups, and alignment sessions with diverse stakeholders.
• Comfort embedding with product teams and influencing outcomes without direct ownership.
• Strong synthesis skills—able to connect research, metrics, and delivery insights into clear journey-level narratives.
• Excellent visual communication skills and fluency with tools like Figma, Fig Jam, Miro, or similar.
• Pragmatic mindset: able to balance rigor with speed and adapt artifacts to real delivery constraints.
• Clear communicator with the ability to build trust and momentum across teams.

• Experience in B2B SaaS or enterprise software.
• Familiarity with GTM, sales, or workflow…