Lead Journey Designer

Docusign • San Francisco, CA

10d • Hybrid

About The Position

As a Lead Journey Designer, you will translate business strategy, brand strategy, and qualitative/quantitative insights into clear service concepts, scenarios, and blueprints that teams can execute against. You will make the “backstage” visible, articulating the internal processes, tools, roles, handoffs, and constraints that shape the customer experience, and framing where service improvements will have the greatest impact. You will frame options and tradeoffs clearly, using narratives, diagrams, and prototypes to help stakeholders make better decisions than they normally would in ambiguous, cross-functional spaces. You will define success metrics for service initiatives in partnership with analytics, marketing, and product teams, and help set up feedback loops to track performance over time. Finally, you will communicate progress and impact to senior stakeholders through clear storytelling, visuals, and concise updates that tie service outcomes to business and brand goals.

Requirements

• 12+ years of experience in service design, interaction design, CX design, or closely related disciplines, including substantial work on complex, cross-channel services or journeys for digital products and experiences
• Experience designing and delivering end-to-end services that span multiple touchpoints (e.g., web, in-product, lifecycle marketing, sales interactions, support), ideally in B2B or SaaS environments
• Experience leading ambiguous, cross-functional initiatives as a hands-on individual contributor—owning problem framing, research, mapping, concept development, and facilitation
• Portfolio showcasing service design artifacts (service blueprints, journey maps, ecosystems, prototypes) and clear stories about your role, decisions, and impact
• Experience with design and collaboration tools (e.g., Figma, Miro, FigJam or similar, and common productivity tools such as Google Workspace)
• Experience planning and conducting qualitative research (e.g., interviews, contextual inquiry, co-design) and incorporating quantitative data into service decisions
• Excellent communication and storytelling skills; able to articulate complex systems and tradeoffs clearly to both senior leadership and cross-functional partners
• Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Nice To Haves

• Experience working in or closely with Brand & Creative, Growth Marketing, Product, and Customer Success teams
• Experience designing services in enterprise SaaS, B2B, or platform businesses, ideally related to workflow, productivity, or business-critical processes
• Background in service design, interaction design, systems design, design strategy, or related field (e.g., HCI, design research, business design), or equivalent practical experience
• Demonstrated ability to think at multiple altitudes—from high-level systems and narratives (e.g., IAM journeys) down to detailed moments of interaction and content
• Experience mentoring other designers and influencing design quality and standards across a broader organization
• Comfort working in a fast-paced, highly collaborative environment with distributed teams and evolving priorities

Responsibilities

• Lead complex, cross-functional service design projects from framing through implementation, balancing strategic vision with hands-on delivery
• Create and maintain service blueprints, journey maps, ecosystem maps, and related artifacts for key journeys across Docusign’s digital experience
• Plan and conduct discovery and validation research in partnership with research, analytics, and business stakeholders; synthesize findings into actionable insights and opportunities
• Facilitate workshops and working sessions to align stakeholders on current-state challenges, future-state vision, and prioritized roadmaps
• Collaborate closely with Brand & Creative, Digital Experience, Product Design, Product Management, Growth, Sales, and CX to ensure service designs translate into coherent customer and employee experiences at launch and beyond
• Document service principles, guardrails, and patterns that can be reused across initiatives and teams
• Mentor and coach designers (and interested partners) on service design practices, providing feedback on work and helping shape team standards and expectations for P-level craft and impact
• Champion inclusive, accessible, and globally-minded experiences across customer and employee journeys
• Establish and evolve service design standards, templates, and practices within Brand & Creative, enabling other designers and partners to adopt service-design ways of working

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• Global benefits provide options for the following: Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

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