Lead Service Designer

The Lead Service Designer works to provide structure and clarity across a complex, multi-variable program environment. This role maintains a coherent program-level view across product work streams, operational realities, policy constraints, and frontline experience, identifying and mapping dependencies and helping the program stay oriented toward outcomes. This role creates the frameworks, maps, and shared understanding that allow diverse partners to move together effectively.

• Develop and maintain service blueprints, journey maps, capability maps, and other strategic artifacts that create a shared understanding of complex services across product, operations, policy, and frontline teams.
• Facilitate cross-functional workshops and collaborative working sessions that build alignment around service goals, customer needs, operational constraints, priorities, and future direction.
• Partner with program leadership, product teams, operational stakeholders, and policy partners to define future-state service visions and translate them into actionable plans and priorities.
• Identify risks, dependencies, gaps, and competing priorities across product, operational, policy, and organizational work streams, and communicate recommendations that support informed decision‑making.
• Synthesize research, operational insights, stakeholder input, and service performance data into clear frameworks and recommendations that guide program strategy and service improvements.
• Ensure product delivery, operational processes, policy changes, and organizational readiness remain aligned to achieve intended customer, business, and program outcomes.
• Develop models, documentation, and planning artifacts that improve program clarity, support prioritization, and enable teams to navigate complex, evolving service environments.
• Provide subject matter expertise through design critiques, mentorship, and collaboration, contributing to service design practices and continuous improvement across the organization.
• Protect data security, privacy, accessibility, and regulatory compliance by following MBTA policies, standards, and industry best practices throughout research, design, documentation, and service delivery.
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

• No direct reports.

• Bachelor’s degree from an accredited institution.
• Six (6) years of relevant professional experience in service design, UX design, UX research, human-centered design, or a related field, including experience leading service design efforts for complex, technology-enabled services that integrate customer experiences, operational workflows, policy or business rules, and multiple delivery teams.
• Experience planning and conducting service design activities (e.g., stakeholder engagement, service blueprinting, journey mapping, systems mapping, workshops, or research) and translating findings into program, service, or product decisions.
• Experience working on cross‑functional teams with product, engineering, operations, policy, business, or other stakeholder partners.
• Working knowledge of service design methods, systems thinking, accessibility standards, and inclusive design practices.
• Experience developing strategic artifacts, frameworks, or recommendations that support organizational planning, prioritization, or decision‑making.
• As part of the selection process, candidates will be asked to complete and pass job‑related technical assessments, which may include presenting a service design case study and/or a timed whiteboarding…