Service Designer - AI Enablement - Ms14 - 19724381l179

Service Designer (AI Enablement)

Our Fintech client is seeking a Service Designer to join their team for the next three months, 40 hours/week. There is potential to extend or convert to FTE. This role is fully onsite five days a week in Wilmington, DE or Columbus, OH.

Role Summary: Our client in the financial services space is expanding their AI Enablement Squad within its Corporate Tech function to explore how artificial intelligence can transform workflows and improve efficiency for internal end users. This team supports tools and experiences for global philanthropy, sustainability, and government relations, working across SaaS platforms, in-house tools, and non-digital experiences. End users include internal employees (e.g., donation matching, government relations) and external partners (e.g., nonprofits applying for grants). Reports to the Experience Design Lead Corporate Responsibility.

Top Must-Have Skills:

• Service Design Expertise: 5+ years in experience or service design, focusing on end-to-end experiences.
• AI Workflow Design: 2+ years designing AI-enabled workflows and experiences.
• Journey Mapping & Blueprinting: Proven ability to create journey maps, service blueprints, and storyboards for complex processes.

Role Overview: The focus of this role is:

• 60% Research & Discovery
• 20% Service Design / UX Mapping (w/ AI powered workflows)
• 20% Stakeholder Collaboration & Engineering Partnership (w/ AI at the forefront of decisions)

Service Designer (AI Enablement) Key Responsibilities:

• Map current workflows and create service blueprints to visualize end-to-end processes.
• Reimagine processes for AI enablement and propose future-state designs.
• Conduct qualitative research (interviews, workshops) with internal and external users.
• Collaborate with engineers and product managers to translate insights into actionable solutions.

Service Designer (AI Enablement) Day to Day:

• Lead service design activities: journey mapping, service blueprinting, and process optimization.
• Conduct user research (remote interviews, co-creation workshops) to uncover pain points and opportunities.
• Partner with engineering to explore AI-enabled workflows (e.g., GenAI for note summarization, grants management automation).
• Ensure compliance, security, and auditability in all proposed solutions.
• Present findings and recommendations to stakeholders and leadership.

Ideal Service Designer (AI Enablement) Candidate Profile:

• 5+ years in service design, UX research, or experience design.
• Strong portfolio showcasing service blueprints, journey maps, and examples of transforming digital or hybrid experiences.
• Ability to clearly articulate your processes, involvement, challenges and output on each.
• Experience with enhancing operations within internal tools & teams (not just customer-facing apps).
• Familiarity with AI concepts and ability to identify opportunities for AI enablement / AI powered workflows.
• Excellent facilitation and stakeholder management skills.

Nice to have: basic coding skills (Python, JavaScript) to prototype or collaborate effectively.

Portfolio Requirements:

• Service blueprints and journey maps based on user research.
• Case studies showing how insights translated into improved experiences.
• Examples of AI enablement or process redesign (preferred).

Why Join?

Opportunity to shape the future of AI-enabled workflows in a global corporate responsibility context. Work on meaningful initiatives impacting philanthropy, sustainability, and community engagement. Collaborate with a diverse, innovative team within our client's Corporate Tech function.