WHO WE'RE LOOKING FOR
Do you aspire to become the next Lucy Kimbell or Andy Polaine?
Are you comfortable working across research, design, product, engineering, marketing, CX, and analytics teams? Do you excel at untangling complex customer journeys and transforming them into elegant, purposeful, and inspiring experiences? Are you a natural facilitator who asks insightful questions, leads collaborative workshops, and guides multidisciplinary teams with clarity and intention? Can you think in systems while bringing a maker's mindset to every challenge?
We're looking for a Staff Service Designer who believes that great services are deliberately designed end-to-end, bridging teams, tools, and organizational structures. If you're passionate about connecting customer needs to backstage operations and shaping holistic, human-centered services, this role is for you!
WHAT YOU'LL DO
- Stakeholder facilitation. Align teams on strategy, opportunity, customer value, and trade-offs through workshops and planning rituals.
- Plan with purpose. Help teams move from insight to execution. Help structure roadmaps, backlogs, and delivery rituals so that strategic priorities land in the product. Ensure strategy and insights don't get lost between CX, roadmaps, and releases.
- Translate complexity into clarity. Create service blueprints, operating models, and artifacts that guide decision-making from leadership to CX teams. Drive service level coherence as Manychat scales across social platforms.
- Embed research and spot the gaps. Identify missing data or blind spots in the journey, then efficiently scope necessary studies with the UX Research Operations Manager and UX Researchers. Close insight gaps and build evidence for decisions through qualitative interviews and context labs.
- Foresight & discovery integration. You start upstream and turn foresight research and insights into actionable planning inputs for teams. Bring in market signals, user trends, and emerging behaviors that shape strategy and opportunity framing.
- Customer journey stewardship. Continuously evolve the journey as a strategic planning tool to synthesize insights, highlight friction points, and surface opportunity areas that shape priorities across product and CX. Maintain the journey as a living document that generates fresh insights, builds opportunity backlogs, and drives focused prioritization across teams and functional areas.
- Mentor and multiply. Elevate designers, researchers, and cross-functional partners in service-design thinking and systems craft. Continuously grow the organization's ability to think in systems, run aligned planning, and make better decisions. This is how service design scales.
WHAT SUCCESS LOOKS LIKE
- Macro and micro journey maps become a trusted source of truth that are updated regularly, widely used, and serve as a foundation for product and team strategy.
- Roadmaps are grounded in insights and tech constraints, with everyone understanding what we're working toward and why.
- Workshops become high-leverage moments that unlock alignment and lead to concrete action.
- Research gaps are identified early and closed quickly. You maintain momentum without sacrificing customer understanding.
- The service design craft and the people around it level up because of your leadership. You strengthen the whole organization through both what you deliver and how you bring others along.
- You become a trusted partner and advisor across design, research, product, engineering, operations, and executive teams, influencing both our workflow processes and delivery methods.
WHAT YOU'LL BRING
- 10+ years working on services, platforms, or products with lots of moving parts. You're practical, strategic, and focused on impact.
- Experience in turning journey maps into actionable roadmaps and prioritized opportunity backlogs.
- Expert workshop facilitation and exceptional stakeholder management skills. Ability to bring together diverse perspectives and align them toward shared objectives.
- Hands-on experience with the software delivery lifecycle, team topologies and agile frameworks.
- Strong mixed-methods research skills to identify insight gaps and design appropriate follow-up studies.
- Proven track record of transforming organizations towards a culture of innovation and discovery.
- Must have: proficiency in Figma, Miro, TheyDo (or similar tools) for efficient journey map governance and maintenance.
- Bonus: you've got a good visual eye and design skills and can turn abstract ideas into simple, compelling visuals.
Our recruitment process
- Submit your CV and portfolio, and answer the open-text format questions.
- We will update you on your application status.
- Our talent partner and the hiring manager will call you for a quick introduction.
- Presentation - Present your case study portfolio to your potential team and product leaders.
- Interview - Meet your hiring manager for the final interview.
- Interview - Meet the team.
Manychat is an Equal Opportunity Employer. We're committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.
This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you're set up for success.
With my application, I accept the Manychat Privacy Policy.
