Director, Service Design & Research

Asurion

1d • Remote

About The Position

As Director, Service Design and Research, you will be responsible for how Asurion delivers exceptional care at scale across channels, environments, technologies, and human interactions. You will lead a team of researchers that generate insights and service designers that define systems, journeys, and operating models—connecting customers, human experts, AI, and enterprise platforms into experiences that are reliable, trusted, and human-centered. You bring a service design and research point of view grounded in real world execution, ensuring experiences go beyond efficiency to become products and brands customers return to. Your principles are not aspirational artifacts. They are operational tools used daily as we redefine care for customers, experts, and clients. To deliver a unified service experience, you will define how Asurion shows up in home, in store, over voice, and digitally, ensuring consistency without sacrificing context. Your team will work backward from customer needs you discover and collaborate deeply with Product, Engineering, Data Science, and Operations so service design is embedded into how teams build, not layered on afterward. Because how we serve is changing with AI, you will design services that deliberately orchestrate humans and AI to improve customer outcomes and expert effectiveness. You will not optimize for efficiency at the expense of trust or human connection. Instead, you will build intelligent systems that scale sound judgment, increase empathy, and deliver dependable care at enterprise scale.

Requirements

• 12+ years of experience in service design, experience architecture, product strategy, or systems design within complex, multi-channel ecosystems.
• Experience leading multidisciplinary design and research teams.
• Proven ownership of end-to-end service outcomes across digital, human, and AI-enabled environments.
• Demonstrated success designing scalable service systems within large technology or platform organizations.
• Strong executive communication skills and ability to influence senior cross-functional stakeholders.
• Experience embedding AI, automation, and decision intelligence into real-world service workflows.

Responsibilities

• Design a Category-Defining Service Architecture: Establish the enterprise service design vision powering Lifecycle Care across all channels and markets. Create canonical service blueprints and operating principles that unify Product, Engineering, Platform, Data, and Operations. Design the orchestration model connecting customers, experts, AI agents, and partner ecosystems. Replace fragmented point solutions with an integrated service system built for global scale.
• Orchestrate Human and AI at Scale: Define responsibility boundaries between AI and human experts across service journeys. Design intelligent workflows that increase speed and consistency while protecting judgment and empathy. Partner with platform and engineering leaders to embed service logic directly into APIs, tooling, and infrastructure. Ensure services scale without degrading trust.
• Build a High-Velocity Discovery Engine: Lead early-stage service and product discovery across 0 to 1 initiatives. Create mechanisms that reduce uncertainty before investment. Ensure research drives decisions, prioritization, and architecture. Increase organizational velocity from strategic question to validated insight.
• Lead and Elevate a World-Class Team: Recruit and develop exceptional service designers and researchers. Set the bar for systems thinking, blueprinting rigor, and operational clarity. Operate as a player-coach on mission-critical initiatives. Influence senior executives and cross-functional leaders through clarity and principled tradeoffs.

Benefits

• Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position.
• Our products and services help nearly 300 million customers worldwide.
• The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself.
• Customer First: We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen.
• One Team: We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints.
• Divine Discontent: We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services.
• Act with Integrity: We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking.
• Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed