Senior Service Designer

Who are we?

Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future. A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you—because when you feel valued, you're empowered to do your best work.

In this role, you will be a part of the growing Global Service Design team within Equinix to co-create the experience of transformation for our customer journey stages (customer support experience) as a part of DIO (Digital Innovation Office). You will be responsible for implementing enterprise design thinking principles and service design methodologies to improve the customer experience across all touchpoints.

You will work closely with cross-functional teams to understand customer needs, identify pain points, and develop solutions that drive business growth and customer satisfaction.

You will work in a squad model with a UX Researcher and UX Designer, along with the support and leadership of the Senior Service Design Manager and alignment with Service Designers managing the other parts of Equinix customer journey across four different regions. You will have the opportunity to develop your skills in service design methodology in practice, working close to business strategies and KPIs, simultaneously being hands‑on discovery strategy, designing frameworks, and AI‑first solutions.

Your aim will be to share facilitation skills in communication and north‑star envisioning with stakeholders across the organization.

• Working with a specific product team connected with Employee Experience team stakeholders across Equinix.
• Interacts with stakeholders to determine requirements and set expectations of UX Research, UX Design, and Service Design deliverables based on scope, level of effort, timing to create prototypes, wireframes, and other design solutions.
• Strong collaboration skills with ability to promote communication and teamwork to play a proactive role exploring, ideating, validating, and socializing solutions.
• Applies critical thinking to a variety of sophisticated user problems, considering user needs and business objectives.
• Lead the North‑Star vision work for the given customer journey stage along with experience strategy.
• Develops a range of Service Design deliverables, including customer journey maps, blueprint maps, desk research reports, and documentation using industry‑standard tools.
• Leverages Design Thinking and Service Design methodologies to build shared understanding and buy‑in on user "jobs to be done" and the downstream UX investment to support those "jobs."
• Able to support the UX Research team with discovery and research strategy, supporting to conduct user research, including ethnographic studies, service safaris, usability testing, and other qualitative and quantitative research methods, to inform design decisions.
• Shows high facilitation skills, develop and deliver training programs to increase awareness and adoption of service design methodologies across the organization.
• Co‑leads the development and implementation of service design strategies that drive innovation and improve the customer experience.
• Works with cross‑functional teams to identify and prioritize customer needs and pain points.
• Defines and measures key performance indicators (KPIs) to assess the impact of service design initiatives on business outcomes.
• Being an ambassador of sharing up‑to‑date knowledge about industry trends and best practices in service design, customer experience, and design thinking to support service design interconnections within different teams.
• Strong presentation skills to deliver solutions in a well‑prepared speech.
• Being able to identify, envision the role of AI in customer journey solutions and services.

• 6+ years of professional…