Senior Service Designer

The College Board • New York, NY

135d • $112,000 - $147,000 • Remote

About The Position

The College Board is a highly remote organization. We are forming a cross-functional team to drive the transformation of workforce software experiences for all College Board staff. We are reimagining how internal tools empower our people to do their best work. You will be part of Team Agile, a small team of systems thinkers, user experience and agile advocates, and tool smiths building connective tissue that helps teams do their best work, efficiently, strategically, and in sync. From evolving our product operations practice to managing cost and cloud efficiency, from coaching product and service teams to leading internal communities, we're not just improving process; we're enabling impact. Our work helps College Board deliver better products and services, faster, in service of students and educators everywhere.

Requirements

• A portfolio of your work included in your application.
• A bachelor's degree in a related field (e.g., interaction design, HCI, information science, industrial design, computer science, social sciences, graphic design) and/or equivalent professional experience designing for complex service ecosystems.
• Significant experience in service design, with a track record of leading end-to-end service projects that connect user needs, business goals, and delivery systems.
• Experience applying systems thinking to identify pain points, map complex relationships, and improve processes across touchpoints.
• The ability to shape and communicate service strategies through tools like service blueprints, ecosystem maps, and journey maps.
• A commitment to designing ethically responsible and inclusive services that consider equity and long-term impact.
• A proven ability to collaborate effectively across functions, working closely with product managers, engineers, researchers, and operational teams.
• Proficiency in generative and evaluative research methods, and the ability to translate insights into design direction and service opportunities.
• Fluency with design and research tools such as Figma, Miro, Dovetail, and blueprinting tools.
• Strong analytical and problem-solving skills.
• Excellent communication and storytelling skills, with the ability to present ideas clearly to both peers and stakeholders.
• A desire and ability to advocate for user-centered design principles.
• A proactive, self-directed mindset, with the confidence to navigate ambiguity and take ownership of outcomes within cross-functional teams.
• Curiosity and a growth mindset—you stay up to date on design trends, tools, and practices, and regularly bring fresh thinking to your team.
• The ability to travel at a minimum of 3-5 times a year to College Board offices or on behalf of College Board business.
• A passion for expanding educational and career opportunities and mission-driven work.
• Authorization to work in the United States for any employer.
• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively.
• Clear and concise communication skills, written and verbal.
• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success.

Responsibilities

• Apply design thinking methodologies to understand user needs, reframe problems, and support the creation of intuitive, human-centered solutions.
• Apply systems thinking to help teams understand complex relationships across people, processes, and platforms.
• Facilitate ideation sessions and prototyping exercises.
• Develop service blueprints, journey maps, and ecosystem diagrams to communicate service strategy and identify opportunities for improvement.
• Support roadmap and prioritization conversations by clearly linking user insights to service and product goals.
• Translate research insights into clear recommendations to support design and product direction.
• Plan and conduct generative and evaluative research, using a variety of methods to surface user needs and test hypotheses.
• Synthesize qualitative and quantitative data into clear, actionable insights that guide design direction and service improvements.
• Create key research artifacts such as personas, experience maps, and affinity diagrams.
• Work with data, research, and product teams to ensure user insights are embedded in decision-making processes.
• Work closely and collaboratively with designers, researchers, product managers, and engineers.
• Lead workshops and collaborative sessions with team members and stakeholders.
• Communicate research findings and design strategies through compelling storytelling and documentation tailored to stakeholders at various levels.
• Assist in various aspects of product or visual design when needed to support product or initiative goals.
• Stay current on emerging trends and tools in service and product design.

Benefits

• A meaningful career, a supportive team, and a comprehensive package designed to help you thrive.
• Fair and competitive compensation, grounded in your qualifications, experience, impact, and the market.
• Open, transparent conversations about compensation, benefits, and what it's like to work at College Board throughout your hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Educational Services
• Education Level: Bachelor's degree