✨ AI Summary
This senior specialist role is responsible for translating experience intent into operable service models, ensuring consistent and scalable delivery of experiences. The focus is on service logic, operability, and feasibility, upstream of execution. Key responsibilities include designing end-to-end service models across physical, digital, and human touchpoints, defining interactions, roles, and dependencies. The role also involves developing detailed service blueprints to identify risks, failure points, and handoffs, ensuring services are practical, scalable, and sustainable. A key aspect is partnering with experience design to translate intent into service logic and supporting delivery teams through clear design handover.
Requirements
Requires 8-10+ years in service design, operations design, or customer experience roles. Must have strong systems thinking and blueprinting capabilities, and experience working in complex service environments.
Description
Role PurposeA senior specialist role responsible for translating experience intent into operable service models, ensuring experiences can be delivered consistently and at scale.The role operates upstream of delivery and focuses on service logic, operability, and feasibility rather than execution.Key ResponsibilitiesService & Operating Model DesignDesign end‑to‑end service models across physical, digital, and human touchpoints.Define frontstage and backstage interactions, roles, and dependencies.Service BlueprintingDevelop detailed service blueprints identifying risks, failure points, and handoffs.Ensure services are practical, scalable, and sustainable.Design TranslationPartner with experience design to translate intent into service logic.Support delivery teams through clear design handover without owning execution.Experience & Skills8–10+ years in service design, operations design, or customer experience roles.Strong systems thinking and blueprinting capability.Experience working in complex service environments.