Service Designer (Lead / Consultant)

Overview

We are seeking an experienced Service Designer to join on a short-term contract (freelance) for an initial engagement of approximately 1–2 months. This is a lead / consulting role for someone who can confidently guide stakeholders, shape the direction of work, and translate ideas into practical, real-world service experiences.

The focus of this engagement is an AI-focused reimagination and redesign of existing services and processes. You will help the team rethink how legacy processes can be transformed and improved, leveraging AI where appropriate. While the work is AI-centric, you do not need to be an AI specialist; what matters most is your ability to understand opportunities, frame problems, and design human-centered services that can incorporate AI solutions.

Key Responsibilities

• Act as a lead service design consultant, driving the overall service design approach and ensuring alignment with business goals.
• Lead a multidisciplinary team through the end-to-end service design process, providing direction, structure, and clear decision-making.
• Plan and facilitate workshops with stakeholders and team members to uncover needs, map current processes, and co-create future-state service experiences.
• Analyze and reimagine existing processes, with a particular focus on identifying where AI can simplify, automate, or augment current workflows.
• Translate abstract ideas and concepts into tangible service blueprints, user journeys, and implementation recommendations that are grounded in real-world constraints.
• Collaborate with business, product, and technical stakeholders to ensure that proposed service designs are feasible and can be effectively implemented.
• Clearly articulate design decisions, trade-offs, and expected impact to both technical and non-technical audiences.

Qualifications

• Proven experience as a Service Designer, with a track record of leading complex service design initiatives.
• Experience working as a consultant or design lead, comfortable owning direction and guiding stakeholders.
• Demonstrated ability to lead teams and workshops, including planning agendas, facilitating discussions, and driving outcomes.
• Strong capability in translating strategy and ideas into concrete service concepts, blueprints, user journeys, and process flows.
• Familiarity with modern digital products and services, and an interest in how AI can enable new or improved experiences (deep AI expertise is not required).
• Excellent communication and stakeholder management skills, with the ability to build consensus and move initiatives forward quickly.
• Comfortable working in a short, intensive engagement (approx. 1–2 months) with clear deliverables and outcomes.

Role Details

• Pay Rate: $65–$80/hour
• Remote