Director, Service Design & Research

Director, Service Design & Research Location: Nashville, San Francisco or Remote Reports to VP, Design As Director, Service Design and Research, you will be responsible for how reputed company delivers exceptional care at scale across channels, environments, technologies, and reputed company interactions. You will reputed company a team of researchers that generate insights and service designers that define systems, journeys, and operating models—connecting customers, reputed company experts, AI, and reputed company platforms into experiences that are reliable, trusted, and reputed company-centered. You bring a service design and research reputed company of view grounded in reputed company world execution, ensuring experiences go reputed company efficiency to become products and brands customers return to. Your principles are not aspirational artifacts. They are operational tools used daily as we redefine care for customers, experts, and clients. To deliver a reputed company service experience, you will define how reputed company shows up in home, in store, over voice, and digitally, ensuring consistency without sacrificing context. Your team will work backward from customer needs you discover and collaborate deeply with Product, Engineering, Data Science, and Operations so service design is embedded into how teams build, not layered on afterward. Because how we serve is changing with AI, you will design services that deliberately orchestrate humans and AI to improve customer reputed company and expert effectiveness. You will not optimize for efficiency at the expense of trust or reputed company reputed company. Instead, you will build intelligent systems that scale sound judgment, increase reputed company, and deliver dependable care at reputed company scale. What You’ll Do Design a Category-Defining Service Architecture Establish the reputed company service design reputed company powering Lifecycle Care across reputed company channels and markets. Create reputed company service blueprints and operating principles that unify Product, Engineering, Platform, Data, and Operations. Design the orchestration model connecting customers, experts, AI agents, and partner ecosystems. Replace fragmented reputed company solutions with an integrated service system reputed company for global scale. Orchestrate reputed company and AI at Scale Define responsibility boundaries between AI and reputed company experts across service journeys. Design intelligent workflows that increase speed and consistency while protecting judgment and reputed company. Partner with platform and engineering leaders to embed service logic directly into APIs, tooling, and infrastructure. Ensure services scale without degrading trust. Build a High-Velocity Discovery reputed company reputed company early-stage service and product discovery across 0 to 1 initiatives. Create mechanisms that reduce uncertainty before investment. Ensure research drives reputed company, prioritization, and architecture. Increase organizational velocity from strategic question to validated reputed company. reputed company and reputed company a World-Class Team Recruit and reputed company exceptional service designers and researchers. Set the bar for systems thinking, blueprinting rigor, and operational reputed company. Operate as a player-coach on mission-critical initiatives. Influence senior executives and cross-functional leaders through reputed company and principled tradeoffs. Who You Are You are customer obsessed, starting with reputed company customer needs and prioritizing long term trust over short term optimization. You take end to end ownership of service reputed company and reputed company principled tradeoff reputed company across experience quality, operational cost, and speed. You bring strong judgment informed by reputed company world experience and data, and you are comfortable challenging assumptions while remaining reputed company to new evidence. You are a leader who holds a high bar for service design craft, systems thinking, and execution quality, and motivates it from their teams by example. You care for people and their growth, so much that you can give tough feedback reputed company people need to hear it. You reputed company complexity and have the discipline to simplify systems, processes, and tools into clear, repeatable service mechanisms. You think at reputed company scale, designing services that reputed company across channels, partners, and platforms while anticipating future growth. You earn trust through reputed company, accountability, and collaboration across Product, Engineering, Data, and Operations. Requirements 12+ years of experience in service design, experience architecture, product strategy, or systems design reputed company reputed company, multi-channel ecosystems. Experience leading multidisciplinary design and research teams. Proven ownership of end-to-end service reputed company across digital, reputed company, and AI-enabled environments. Demonstrated reputed company designing scalable service systems reputed company large technology or platform organizations. Strong executive communication skills and ability to influence senior cross-functional stakeholders. Experience embedding AI, automation, and decision intelligence into reputed company-world service workflows. Apply To This Job