Cabin · 4 days ago
Senior Service Designer/Innovation Lead
United States
Full-time
Remote
Senior Level, Lead/StaffCabin is a company focused on designing and orchestrating end-to-end services and experiences for clients. The role involves collaborating closely with clients to understand their business objectives, shaping strategies and services, and leading service design initiatives to enhance user and customer experiences.
Professional ServicesWeb Development
Responsibilities
Lead service and product initiatives end-to-end
Lead and execute service and product initiatives from discovery through definition and into delivery, using human-centered and service design frameworks to ensure everything is deeply rooted in real user and customer needs
Develop and execute experience, service, and product strategies that align user needs, business goals, and operational feasibility
Drive service design and ecosystem thinking
Lead service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping efforts to align teams on how a service works today and how it should work tomorrow
Connect frontstage experiences (customers, end users, partners) with backstage realities (teams, processes, systems, policies) to design services that are both delightful and deliverable
Identify gaps, failure points, and opportunities across the end-to-end service, beyond any single touchpoint or interface
Create clarity in ambiguous spaces
Facilitate problem framing and visioning work when the problem and solution are not yet clear, helping teams understand what to tackle first and why
Design and structure experiments, prototypes, and pilots that test not just interfaces, but entire service moments (people + process + tech)
Translate complex ecosystem insights into clear narratives, options, and recommendations for decision-makers
Champion human-centered & service design practices
Oversee and integrate user research processes, including interviews, contextual inquiry, concept testing, and usability testing to inform service and product direction
Champion experience and service design practices (including UX), guiding multidisciplinary teams in creating user-centric, service-aware designs and prototypes that adhere to best practices in usability and accessibility
Advocate for a culture of innovation, encouraging creative problem-solving and exploration of new ideas and technologies to enhance user and customer experience
Orchestrate cross-functional collaboration
Collaborate with stakeholders across strategy, design, product, engineering, data, and operations to ensure strategic alignment and successful delivery of services and products
Use service design artifacts (blueprints, journeys, future-state stories, experience principles) as alignment and decision-making tools in workshops, working sessions, and stakeholder reviews
Drive continuous improvement of our methods and frameworks, incorporating project learnings to enhance future work
Communicate, coach, and support growth
Articulate and present strategic visions, service and experience concepts, and roadmaps to diverse audiences, including executive teams and client partners
Teach and coach client teams in service design methods—such as blueprinting, journey mapping, and experience principle development—while delivering high-quality artifacts and leading teams toward outcomes
Assist business development efforts by analyzing and articulating client needs, framing opportunities, and contributing to proposals. Act as a subject matter expert on service design, human-centered innovation, and select industries, as well as Cabin’s strategic frameworks
Qualification
Required
Proven track record leading service or product strategy and experience design initiatives, with a strong portfolio showcasing service blueprints, journeys, and/or complex ecosystem work for digital and/or omnichannel services
Deep understanding of human-centered and service design principles, with a systems mindset and a user-first approach to shaping services and products
Demonstrated experience using service blueprinting, journey mapping, and ecosystem mapping to connect customer experience with operational and technical realities
Expertise in conducting user and stakeholder research and translating insights into actionable service and product strategies, concepts, and roadmaps
Exceptional facilitation skills, with an uncommon ability to design and lead workshops and problem-solving sessions that bring together diverse stakeholders and move them toward alignment
Strong communication and storytelling skills, capable of conveying complex concepts clearly and persuasively across different audiences—from frontline staff to executives
Comfort working in highly ambiguous problem spaces, where defining the right question and narrowing the focus is as important as generating solutions
Collaborative, low-ego approach with the ability to inspire and motivate cross-functional teams without formal authority
Familiarity with design and prototyping tools (e.g., Figma, FigJam, Miro) and an understanding of current trends in digital products, services, and enabling technologies
Company
Cabin
Cabin emerges from two decades of seasoned expertise in digital strategy, product management, design, and engineering, bringing together the industry’s finest minds.
Founded in 2024
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase