Senior Service Design Lead

Senior Service Designer

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500 company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns. Behind everything we do is our purpose:
We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging. People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

Our Branch Design & Innovation team within the firm's Enterprise design function designs coherent, delightful, human-centered branch experiences that empowers Financial Advisors and Branch Teams to do their best work — so they can serve clients with confidence, efficiency, and trust, today and into the future. The team brings together expertise in design and UX strategy, research, prototyping, and UX production design—turning insight and strategy into impactful, executable solutions.

As a Senior Service Designer, you will play a critical role in realizing the firm's goals to efficiently and effectively deliver world-class value to our branch teams, and ultimately our clients. Your expertise will be used to uncover internal and external user needs to identify and improve processes using voice of the user, user research, design thinking & operational excellence.

You will partner with business, technology, risk, data and platform subject matter experts from across the firm to help define the product & service vision that delivers value that aligns with the firm's strategic outcomes.

What You Will Do:

• Partner reciprocally with business partners and subject matter experts across business, technology, risk, data, and platform teams to accurately and completely document processes and service journeys — both current and future state.
• Facilitate information-gathering sessions and workshops with subject matter experts to build shared, exchanged views of current-state processes, using virtual whiteboarding tools such as Mural as well as in-person whiteboarding.
• Research and document business rules, applications, data use, and risks that shape the branch experience.
• Plan and execute system mapping, customer journeys, service blueprints, scenarios, and service specifications.
• Analyze research to identify and generate meaningful insights and behavioral patterns that uncover internal and external user needs.
• Validate and communicate the details of current-state process maps and service blueprints with subject matter experts and key partners.
• Document process maps and service blueprints in standard formats, ensuring consistency and reusability across the team.
• Create presentations and design strategy documentation that turn insight and strategy into impactful, executable solutions.
• Collaborate with product owners and leaders to define the product and service vision, drive decisions, track issues, and help estimate resourcing, needs, and schedules.

What Experience You Need:

• 5+ years of experience designing and delivering complex service design solutions across multiple customer and business touchpoints.
• Bachelor's degree in Service Design, Business Design, Human-Centered Design, or a related field; experience in visual or experience design is a plus.
• Deep expertise in service design, strategic design, and user-centered design methodologies, with a passion for solving complex customer and business challenges.
• Proven ability to conduct, analyze, and synthesize qualitative and quantitative research into actionable insights and design opportunities.
• Strong proficiency in creating and communicating journey maps, service blueprints, service concepts, prototypes, and design specifications.
• Hands-on practitioner with experience in service design, UX design, interaction design, and service…