Senior Service Designer

Overview:

At GitLab, Service Design is a discipline within User Experience Research (UXR). Service Designers collaborate with Product teams and stakeholders in the business to design and optimize end-to-end experiences across products, ensuring users can successfully achieve their goals throughout their lifecycle with GitLab.

What you'll do:

• Design and enhance end-to-end user experiences by identifying pain points, optimizing journeys, and ensuring consistency across touchpoints

• Develop and implement service design frameworks for end-to-end journeys and the entire user lifecycle, considering complex personas and user segments

• Collaborate with product, engineering, and business teams to align on service design solutions and drive execution

• Leverage user research, stakeholder input, and operational data to validate and refine service improvements

• Prototype, test, and iterate service concepts to enhance interactions, streamline processes, and improve service effectiveness

• Support implementation and change management by working with operational teams on roadmaps and frameworks

• Lead strategic service design initiatives, identifying opportunities for innovation and system-wide optimizations

• Establish and evolve service design methodologies, ensuring consistency and scalability across the organization

• Mentor UX team members, providing guidance on complex service design challenges and strategic thinking

What you'll bring:

• System Thinking: Proven ability to design complex service ecosystems, identifying cross-product opportunities and holistic improvements

• User Centricity: Expertise in developing and applying persona frameworks and user lifecycle strategies to drive service design decisions

• Design Communication: Strong visualization and storytelling skills, using tools such as FigJam, Miro, or Figma to create service blueprints, wireframes, and mockups to align teams and leadership

• Strategic Design: Ability to translate business goals and user insights into scalable service strategies, influencing decision-making at all levels

• Collaborative Design and Implementation: Strong stakeholder engagement skills, experienced in leading workshops (both synchronous and asynchronous), and facilitating in depth discussion to drive cross-functional alignment

• Product & Business Acumen: Capability to balance user needs, business priorities, and operational constraints while ensuring compliance and scalability

• Change Management & Implementation: Experience in anticipating and addressing resistance to adoption in service changes

• UX Research & Design Thinking: Proficiency in user research methods, including surveys, interviews, usability testing, and data analysis, to refine and validate service solutions

• Influencing & Leadership: Advocate for service design best practices, shaping the discipline and fostering a culture of learning within the organization

• Coaching & Mentoring: Skilled in coaching and mentoring, supporting the growth of UX professionals through feedback and knowledge sharing

How GitLab will support you

• Benefits to support your health, finances, and well-being

• All remote, asynchronous work environment

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and development budget 

• Parental leave 

• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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