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H&R Block · 18 hours ago

Senior Service Designer

United States

Full-time

Remote

Senior Level, Lead/Staff

$90K/yr - $135K/yr

8+ years exp

H&R Block is a leader in tax preparation and financial services with a rich history and a commitment to helping clients. They are seeking a Senior Service Designer to lead service design projects, collaborating with various teams to create impactful customer experiences and drive business growth.

ConsultingRetailService IndustryTax Preparation

H1B Sponsor Likely

Responsibilities

Lead multiple high-impact service design initiatives end-to-end from scoping and planning through research, synthesis, and delivery driving clarity, alignment, and measurable outcomes across teams

Partner strategically with senior product, design, research, and operations leaders to shape problem definitions, prioritize opportunities, and influence decision-making at the program or portfolio level

Plan and conduct complex generative and evaluative research to uncover customer motivations, behaviors, and ecosystem-level pain points translating insights into actionable service opportunities

Map and model end-to-end service ecosystems (journeys, blueprints, experience flows), identifying systemic risks, gaps, and interdependencies across roles, systems, and touchpoints

Design and facilitate high-stakes workshops and co-creation sessions with cross-functional stakeholders and leadership to align on North Star experiences, service principles, and transformation roadmaps

Shape future-state service models and prototypes that connect strategy to execution, testing and validating new ways of working, roles, and client experiences before scaling

Advance design maturity by mentoring others, establishing repeatable methods, and evolving the tools, frameworks, and playbooks that elevate how service design is practiced across the organization

Balance user needs, business goals, and operational realities applying a systems-thinking mindset to ensure every solution delivers both client and organizational value

Qualification

Service DesignHuman-Centered DesignJourney MappingPrototyping ToolsStakeholder AlignmentSystems ThinkingCollaboration SkillsCommunication Skills

Required

Relevant bachelor's degree from a 4-year college or university, or equivalent professional experience

8+ years of professional experience leading service design or experience strategy initiatives that span people, process, and technology with measurable impact in real-world implementations

Proven ability to influence and align senior stakeholders, facilitate decision-making, and translate ambiguity into clarity and direction

Deep expertise in human-centered design, journey mapping, service blueprints, and continuous service improvement

Strong collaboration skills across business, product, marketing, and technology functions

Demonstrated ability to define frameworks and standards that raise the bar for how design is done across teams

Proficiency in Miro, FigJam, Figma, and other facilitation or prototyping tools

Exceptional visual, verbal, and written communication skills, with an ability to craft compelling narratives that connect insights to outcomes

Preferred

Working remotely is possible; being based in Kansas City with our design team is preferred

Benefits

Medical and prescription drug coverage

H&R Block Retirement Savings Plan (401(k) Plan)

Employee Assistance Program

(virtual) fitness center programs

Associate discount program

Business Travel Accident Insurance

Associate Tax Prep benefit

Company

H&R Block

Glassdoor3.8

H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial.

Founded in 1955

Kansas City, Missouri, USA

10001+ employees

https://www.hrblock.com

H1B Sponsorship

H&R Block has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2023 (1)