Service Designer

Overview

Aquent is partnering with a global leader in retail and home furnishings, known for its innovative approach to improving everyday life. This organization is committed to empowering its engineering teams by creating a seamless and efficient development experience. Join a dynamic environment where your expertise will directly contribute to enhancing the productivity and satisfaction of hundreds of engineers across diverse technical domains.

Are you a visionary designer with a passion for transforming complex engineering ecosystems? We are seeking a talented individual to join a pioneering team focused on unifying the development experience for hundreds of engineers. This is an incredible opportunity to shape the future of internal product development, bringing essential design rigor to a critical transformation. You will play a pivotal role in mapping, validating, and improving how engineers discover, onboard, build, deploy, and operate digital products, making a tangible impact on the entire engineering organization.

Your Impact and Responsibilities

As a key member of a newly formed, embedded design team, you will be instrumental in elevating the development experience for over 800 engineers. You will work closely with a Design Lead to introduce and embed robust design practices into the engineering lifecycle. Your contributions will directly influence how engineering teams operate, fostering a more intuitive, efficient, and enjoyable development journey. This role offers a unique chance to drive significant change and establish a new standard for design within a large-scale engineering environment.

• Map the end-to-end development experience, including current and future states, across various engineering domains using service blueprints and journey maps.
• Conduct comprehensive user research, including stakeholder and engineer interviews, and onboarding observations, to validate and refine experience maps.
• Facilitate collaborative workshops with Senior Product Owners and domain leads to gather insights and drive alignment.
• Refine and validate existing personas, ensuring they accurately represent the diverse needs of the engineering community.
• Synthesize research findings into actionable, evidence-based insights that inform prioritization and strategic decision-making.
• Empower product specialists by providing training in essential research methods (train-the-trainer approach).
• Contribute to the development of experience principles and design governance for the platform engineering area.
• Present findings and recommendations to leadership, advocating for user-centered design solutions.
• Collaborate daily with the Design Lead to ensure alignment, prioritize initiatives, and maintain design governance.
• Build and maintain living service blueprint artifacts using Miro.

Required Skills & Experience

• 4+ years of experience in service design, with a demonstrable portfolio of service blueprint and journey mapping work.
• Strong facilitation skills, with proven experience leading workshops involving senior stakeholders (Director/VP level).
• Experience in platform, infrastructure, or developer experience contexts, including internal products, B2B solutions, or developer tools.
• Expertise in conducting and synthesizing qualitative user research, including interviews and contextual inquiry.
• Ability to navigate and thrive within complex, multi-stakeholder organizations, comfortable with ambiguity and creating structure.
• Familiarity with engineering workflows such as CI/CD, DevOps, and cloud infrastructure, enabling effective communication and inquiry.
• Proficiency with tools such as Miro, Figma, Jira, Slack, and Microsoft tools.
• Comfortable working on internal products where engineers are the primary users.

​