Director, Service Design & Research

Asurion • Smyrna, GA

9d

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
• Orchestrate Human and AI at Scale
• Build a High-Velocity Discovery Engine
• Lead and Elevate a World-Class Team

What This Job Offers

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