Senior Service Design Lead

Ping Identity•Denver, CO

40d•$140,000 - $180,000

About The Position

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. The Role We’re hiring a Service Design Lead to join our Business Transformation Office (BTO). This role will be a key partner in how Ping redesigns work using AI — from first “day-in-the-life” research through to implemented workflows and measured impact. In this role, you will: Lead experience and service design for executive-sponsored, top-down AI “lighthouse” transformations. Map day-in-the-life journeys for key personas (e.g., sellers, CSMs, support engineers) and design AI-first workflows, agents, and supporting processes that materially improve how work gets done. Act as a trusted partner to VP/ELT sponsors and functional leaders, helping them rethink how their functions operate while keeping them in the driver’s seat. You’ll report to the Director, Business Transformation and work as a core member of a cross‑functional AI pod alongside functional business owners, transformation project managers, digital product managers.

Requirements

7+ years in service design, experience strategy, or related roles (e.g., CX/EX design, design strategy, transformation consulting), ideally in B2B SaaS or similarly complex environments.
A portfolio of end-to-end service design work where you led discovery, journey mapping, and future-state design through to implemented change, with clear business outcomes (not just UX deliverables).
Deep experience with journey mapping, service blueprints, and process mapping, and the ability to connect these directly to roadmaps, epics, and change plans.
Demonstrated comfort designing for AI-enabled workflows (e.g., conversational agents, copilots, workflow automation, decision support) and collaborating with AI/ML, data, and platform teams.
Excellent facilitation and storytelling skills, from whiteboarding with frontline teams to framing options and trade-offs for VP/ELT-level stakeholders.
Proven ability to influence stakeholders — turning “we have a vision for how this should work” into joint problem-solving, while anchoring decisions in data, journeys, and outcomes.

Nice To Haves

You’ve been a core design or experience lead on top-down productivity or AI transformation efforts, with clear “North Star” targets and P&L expectations.
You’ve designed or optimized services in domains like Sales, Customer Success, Support, Professional Services, or complex back-office flows (e.g., Quote-to-Cash, renewals, onboarding).
You're a natural people leader and have deep experience managing people and teams with a demonstrated ability to grow employees.
You have experience in organizational change management — helping shape role design, comms, training, and reinforcement plans so new ways of working actually stick.
You’re fluent with collaboration and design tools (e.g., Figma/Miro/Mural, Jira, Confluence, Salesforce or similar) and know how to make your work consumable by delivery teams.

Responsibilities

Lead service design for AI transformations: Own the experience strategy and service design for a set of top-down, function-level AI initiatives across value streams like Product Innovation, Buyer Journey, and Customer Journey.
Map current journeys and define the North Star: Conduct interviews, shadowing, and workflow analysis to understand how work happens today, then co-create North Star journeys, service blueprints, and AI-enabled workflows with business and technology partners.
Shape the end-to-end program approach: Steward the overall sequencing from initial discovery and day-in-the-life research through options, detailed design, implementation, and value realization for each persona and function.
Right-size experience vs. process work: Help teams choose when to invest in deeper experience design versus going straight to process mapping and operational redesign — avoiding both over-engineering and under-design.
Translate design into executable plans: Break future-state journeys into phased roadmaps, epics, and experiments, partnering with Product Managers, Process/Enterprise Architects, project managers, and IS scrum teams.
Facilitate alignment and governance: Run co-design workshops and working sessions, contribute to roadmap and Quarterly Planning forums, and ensure decisions show up as changes to priorities, backlogs, and plans.
Anchor in metrics and value: Partner with business owners and AI & Data to define outcome metrics (e.g., cycle times, win rates, NRR, cost-to-serve, employee productivity), design experiments and pilots, and communicate impact in simple, compelling ways.