Service Design Lead, Workspace Experience

geniant is a fast-growing experience consulting company that exists to help innovative leaders shape experiences across digital solutions, physical space, and people interactions. Working with a wide range of organizations — from high-growth startups to Fortune 500 companies — geniant excels at improving experiences for employees and customers.

We are seeking a highly experienced Service Design Lead (10+ years) to drive transformative workplace experiences for a high-profile client, embedded onsite in New York City. This critical role will define and integrate innovative service ecosystems across physical and digital touchpoints, shaping the future of their work environment. The ideal candidate is a strategic thinker with a proven ability to influence senior leadership, facilitate impactful design workshops, and build trusted client relationships.

This position is located in New York City and fully onsite.  It can be either a FTE at a salary range of $140-150k plus equity and benefits or a contract position at $100/hour.

Primary Responsibilities:

• Service Vision & Strategy: Develop and champion comprehensive service design strategies and roadmaps that integrate physical and digital touchpoints, aligning with client business objectives and enhancing the overall employee journey.
• Senior Stakeholder Engagement: Serve as a trusted advisor to senior leadership, leading strategic discussions and facilitating alignment on service design vision and priorities for the workplace.
• Journey Mapping & Blueprinting: Lead the research, analysis, and visualization of current and future state service journeys, identifying pain points and opportunities for innovation across the entire employee lifecycle.
• Workshop Facilitation & Co-creation: Design and lead dynamic, human-centered design workshops to foster stakeholder buy-in, drive cross-functional collaboration, and co-create innovative service solutions.
• Innovation & Prototyping: Identify and implement cutting-edge service design solutions, prototyping and testing new concepts that enhance productivity, collaboration, and the overall employee experience.
• Strategic Execution & Impact: Oversee the implementation of service design initiatives, ensuring high-quality outcomes and measurable impact on employee satisfaction and operational efficiency.

Qualifications:

• 10+ years of consulting or relevant experience in service design, UX strategy, or experience design within large enterprises, specifically focusing on complex service ecosystems.
• Demonstrated success advising senior leadership and driving strategic service design initiatives from concept to implementation.
• Expertise in service design methodologies (e.g., journey mapping, service blueprinting, co-creation workshops), stakeholder management, and strategic communication.
• Strong portfolio showcasing strategic thinking, impactful service design project delivery, and a deep understanding of user-centered design principles.
• Exceptional interpersonal and client management skills, with a proven ability to build strong, collaborative relationships.
• Experience leading complex projects from strategy to implementation, with a focus on holistic service delivery.
• Willingness to work onsite in New York City.

As an equal opportunity employer, we welcome applications from candidates of all backgrounds.  If this position aligns with your passion and skills and you are excited about the opportunity to shape innovative solutions, then we hope you take the time to apply.