Senior Service Designer

Apollo.io

17d•$182,000 - $230,000

About The Position

Apollo is hiring a Senior Service Designer to help operationalize and scale our end-to-end customer journeys across products, systems, and teams. This role focuses on making journeys real in day-to-day product development. You’ll work closely with a Staff Service Designer and the Journey Management Tiger Team to maintain living journey maps, run journey-based working groups, and embed service thinking into how squads plan, design, and deliver. This is a highly collaborative, hands-on role for someone who thrives at the intersection of design, operations, and cross-functional facilitation.

Requirements

6–8+ years of experience in UX, product, or service design, with 2+ years focused on service design, systems thinking, or journey-level work.
Strong hands-on experience creating and maintaining journey maps, service blueprints, and ecosystem diagrams.
Demonstrated ability to operate within complex, cross-functional environments, coordinating across product, design, engineering, research, and operations.
Experience facilitating workshops, working groups, and alignment sessions with diverse stakeholders.
Comfort embedding with product teams and influencing outcomes without direct ownership.
Strong synthesis skills—able to connect research, metrics, and delivery insights into clear journey-level narratives.
Excellent visual communication skills and fluency with tools like Figma, FigJam, Miro, or similar.
Pragmatic mindset: able to balance rigor with speed and adapt artifacts to real delivery constraints.
Clear communicator with the ability to build trust and momentum across teams.

Nice To Haves

Experience in B2B SaaS or enterprise software.
Familiarity with GTM, sales, or workflow systems.
Exposure to AI-driven or automated service experiences.

Responsibilities

Maintain and evolve living journey maps and service blueprints, ensuring they reflect real product delivery, customer insights, and business priorities.
Facilitate journey-based working groups to align cross-functional teams on shared outcomes, dependencies, and end-to-end customer success.
Partner with product squads on high-impact initiatives to frame problems through a journey lens and identify moments that matter.
Surface and document cross-squad dependencies, handoffs, and risks, helping teams address them earlier in the delivery process.
Connect qualitative and quantitative insights to journey artifacts, keeping journeys grounded in real customer and usage signals.
Support adoption of journey-first ways of working by creating lightweight templates, playbooks, and guidance for teams.
Collaborate with the Journey Management Tiger Team and Design System partners to ensure journey insights inform shared patterns, guardrails, and system evolution.
Track journey health over time and contribute to quarterly reviews that highlight progress, gaps, and opportunities for improvement.