Primary Skills: Service Design (Expert), Service Blueprinting & Journey Mapping (Expert), Cross-functional Collaboration (Expert), Regulated Environment Experience (Advanced), Figma(Advanced)
Contract: W2
Location: San Diego, CA()
Duration: 7 months
Pay Range:$65-70 Per Hour
#LP
JOB SUMMARY:
Client is seeking a Senior Service Designer to support the migration of Credit Karma into the Intuit expert platform. This role will focus on designing complex expert and member experiences across highly regulated environments, including banking and financial services workflows. The ideal candidate will own service design efforts end-to-end for assigned cohorts and application tracks, creating clear, actionable design artifacts that support product, compliance, and operational requirements. This person should be comfortable working independently while collaborating closely with product, operations, legal, compliance, and engineering teams.
JOB REQUIREMENTS:
Own service design for assigned expert cohorts and application tracks, creating service blueprints, journey maps, workflow diagrams, and use-case inventories.
Map end-to-end expert and member experiences across product and operational touchpoints, including compliance checkpoints, tools, and escalation paths.
Translate complex inputs such as stakeholder interviews, SOPs, compliance requirements, and tool inventories into structured, decision-ready design artifacts.
Partner with product managers, operations, compliance, legal, engineering, and business stakeholders to gather requirements and align on solutions.
Use Jobs-to-Be-Done (JTBD) frameworks and research synthesis methods to identify customer needs and process constraints.
Facilitate workshops, stakeholder interviews, and working sessions to uncover actionable insights and validate design direction.
Interpret metrics and collaborate with data teams to make informed design decisions and improve customer and expert experiences.
Present design work with a clear narrative and defend decisions with rationale, while contributing to process improvements and mentoring teammates.
Must have Skills
Deep expertise in service design, service blueprinting, journey mapping, ecosystem mapping, and workflow design.
Strong experience designing in regulated environments such as banking, financial services, healthcare, or other compliance-driven industries.
Advanced proficiency with Figma, FigJam, Miro, or similar collaboration and design tools.
Experience partnering cross-functionally with Product, Operations, Legal, Compliance, Customer Success, and Engineering teams.
Ability to synthesize complex research, compliance requirements, and operational inputs into actionable artifacts.
Strong communication, facilitation, storytelling, and presentation skills.
Experience with Jobs-to-Be-Done (JTBD) methodology and service design frameworks.
Familiarity with CRM or service delivery platforms such as Salesforce Service Cloud.
Industry Experience:
Experience in financial services, banking, fintech, insurance, healthcare, or other highly regulated industries strongly preferred.
Experience working on large-scale platform migrations, service operations, or customer support ecosystems is highly desired.
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