Gusto · 1 day ago
Senior Staff Service Designer
United States
Full-time
Remote
Senior Level, Lead/Staff
$172K/yr - $215K/yr
8+ years expGusto is on a mission to grow the small business economy by handling essential services like payroll and HR. The Senior Staff Service Designer will lead the service design process, collaborating with cross-functional teams to enhance customer experiences and drive impactful solutions for small businesses.
Bookkeeping and PayrollEmployee BenefitsEnterprise SoftwareFinancial ServicesFinTechHuman ResourcesSaaSSoftware
Responsibilities
Lead the end-to-end service design process for products and services that help small business owners and their employees thrive
Define and align on medium-term visions for the software-to-service experience, ensuring alignment across multiple groups and driving tangible impact for customers and the business
Develop a deep understanding of customer needs by leveraging quantitative and qualitative insights to inform and evolve the customer experience and supporting business systems
Collaborate with cross-functional teams to co-design and drive implementation of compelling service experiences that are impactful for small businesses and sustainable for Gusto teams
Partner with R&D, service, and other teams with internal and external stakeholders to identify and prioritize new opportunities and solve complex problems
Advocate for a user-centered approach and lead strategic initiatives that significantly improve the experience for small business owners and internal teams
Support the evolution of the service design practice by contributing to frameworks, documentation, and learning tracks that scale across the organization
Clearly and persuasively communicate vision, concepts, and recommendations to a variety of audiences, including leadership, to create alignment and motivate action toward a long-term design vision
Qualification
Required
8+ years of experience in service design, with a strong background in tech and a proven ability to collaborate with cross-functional teams to create holistic customer experiences
A broad understanding of design practices across product, brand, and service, which can be demonstrated with a portfolio
A proven track record of building customer trust and loyalty and business value by meeting and exceeding user expectations while navigating operational and technical constraints
Proficiency at mapping user journeys and service architectures and analyzing them to identify new opportunities
Expert-level workshop design and facilitation skills, including the ability to design and lead high-stakes, cross-functional and executive working sessions that help teams move from ambiguity to shared understanding and aligned decisions
Demonstrated ability to influence strategic decisions across multiple groups by prioritizing customer needs and articulating rationale
Comfortable working with and communicating effectively with senior-level stakeholders and leadership
Ability to proactively lead and organize service design projects, effectively planning and prioritizing efforts to focus on high-impact moments
A deep understanding of customer needs and a history of leveraging that insight to influence business strategy and resolve challenging cross-functional issues
Benefits
Health insurance
401(k)s
Company
Gusto
Gusto is an HR and payroll platform that simplifies complex tasks, empowering businesses to focus on what matters most.
1001-5000 employees
H1B Sponsorship
Gusto 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)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (49)
2024 (54)
2023 (19)
2022 (37)
2021 (24)
Funding
Current Stage
Late StageTotal Funding
$746.1MKey Investors
Friends & Family CapitalT. Rowe PriceAkkadian Ventures
2023-01-28Series Unknown
2022-05-12Series E· $55M
2021-08-10Series E· $175M
Leadership Team
Josh Reeves
Head of Gusto (CEO) and Co-Founder. Building Gusto for the Long Term.
Edward Kim
Co-founder and Head of Technology
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