Service Designer

Optomi, in partnership with a premier client in the retail industry, is seeking a Service Designer to join their team. This role offers the opportunity to shape end-to-end service experiences across key initiatives such as store team member experience, inventory and ordering, and general merchandise operations.

This position is remote, but candidates must be based in Illinois, Michigan, Indiana, Kentucky, Ohio, or Wisconsin, with travel up to 1–2 times per month to their Michigan-based HQ.

What You Will Do:

• Lead and conduct qualitative research, including stakeholder and user interviews, contextual inquiries, and observation sessions.
• Create service blueprints, journey maps, and process maps to illustrate user experiences and organizational workflows.
• Analyze how teams, systems, and tools interact to deliver the overall service experience.
• Partner with business, technology, and operations teams to document current-state processes and identify pain points or inefficiencies.
• Facilitate workshops with stakeholders to co-create solutions and align on priorities.
• Translate research insights into actionable recommendations for design, product, and process improvements.
• Collaborate closely with UX designers, product managers, and data analysts to ensure findings inform design decisions.
• Communicate insights through storytelling, presentations, and visual frameworks that influence stakeholders at all levels.

The Right Candidate Will Have:

• Proven experience as a Service Designer or in a related research/design strategy role.
• Strong qualitative research and synthesis skills with the ability to uncover actionable insights.
• Experience mapping complex systems, processes, and cross-functional interactions.
• Excellent facilitation and communication skills for workshops and stakeholder alignment.
• Familiarity with tools such as Miro, Figma, or similar for journey mapping and visualization.
• Background in retail, operations, or enterprise-scale service design preferred.

If you are passionate about improving end-to-end service experiences and thrive in a collaborative environment, we’d love to hear from you.