Senior Service Designer

Senior Service Designer 

College Board - Technology  

Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office) 

Type: This is a full-time position 

About the Team  

The College Board is a highly remote organization. We are forming a cross-functional team to drive the transformation of workforce software experiences for all College Board staff. We are reimagining how internal tools empower our people to do their best work. 

You will be part of Team Agile, a small team of systems thinkers, user experience and agile advocates, and tool smiths building connective tissue that helps teams do their best work, efficiently, strategically, and in sync. From evolving our product operations practice to managing cost and cloud efficiency, from coaching product and service teams to leading internal communities, we're not just improving process; we’re enabling impact. Our work helps College Board deliver better products and services, faster, in service of students and educators everywhere. 

About the Opportunity   

As a Senior Service Designer, you bring deep user-centered design experience and systems thinking to shape meaningful, end-to-end service experiences. You are confident in leading service design efforts across cross-functional teams, from framing opportunities and conducting research to delivering service blueprints and supporting implementation, primarily focused on internal stakeholder/employee experiences.   

You thrive in complex problem spaces, and you know how to turn ambiguity into clarity—guiding teams to focus on what matters and creating solutions that are viable, desirable, and feasible. Your influence is felt on your project team and beyond through your strong execution, collaborative mindset, and strategic design thinking. In this role, you support internal stakeholders by delivering clear frameworks, tools, and experiences that enable employees to do their jobs more effectively. 

In this role, you will:  

Design Thinking and Strategic Planning (40%) 

• Apply design thinking methodologies to understand user needs, reframe problems, and support the creation of intuitive, human-centered solutions. 

• Apply systems thinking to help teams understand complex relationships across people, processes, and platforms. 

• Facilitate ideation sessions and prototyping exercises. 

• Develop service blueprints, journey maps, and ecosystem diagrams to communicate service strategy and identify opportunities for improvement. 

• Support roadmap and prioritization conversations by clearly linking user insights to service and product goals. 

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Research and Insight Translation (30%) 

• Translate research insights into clear recommendations to support design and product direction. 

• Plan and conduct generative and evaluative research, using a variety of methods to surface user needs and test hypotheses. 

• Synthesize qualitative and quantitative data into clear, actionable insights that guide design direction and service improvements.  

• Create key research artifacts such as personas, experience maps, and affinity diagrams.  

• Work with data, research, and product teams to ensure user insights are embedded in decision-making processes. 

Collaboration and Communication (20%) 

• Work closely and collaboratively with designers, rese