Senior Service Designer

H&R Block

4h • Remote

About The Position

At H&R Block, we’re reimagining how we serve our clients and communities, and we’re looking for a Senior Service Designer to help bring that vision to life. In this role, you’ll own and lead service design projects from planning through delivery, collaborating with product, design, research, and operations partners to create meaningful experiences that connect customer needs with business goals. By conducting research, mapping end-to-end journeys, and facilitating workshops with cross-functional teams, you’ll uncover insights, remove barriers, and shape seamless services that make a lasting impact. From defining North Star visions to prototyping new offerings, you’ll play a key role in turning strategy into action and designing solutions that drive both client success and business growth.

Requirements

• Relevant bachelor’s degree from a 4-year college or university, or equivalent professional experience
• 8+ years of professional experience leading service design or experience strategy initiatives that span people, process, and technology with measurable impact in real-world implementations
• Proven ability to influence and align senior stakeholders, facilitate decision-making, and translate ambiguity into clarity and direction
• Deep expertise in human-centered design, journey mapping, service blueprints, and continuous service improvement
• Strong collaboration skills across business, product, marketing, and technology functions
• Demonstrated ability to define frameworks and standards that raise the bar for how design is done across teams
• Proficiency in Miro, FigJam, Figma, and other facilitation or prototyping tools
• Exceptional visual, verbal, and written communication skills, with an ability to craft compelling narratives that connect insights to outcomes

Responsibilities

• Lead multiple high-impact service design initiatives end-to-end from scoping and planning through research, synthesis, and delivery driving clarity, alignment, and measurable outcomes across teams
• Partner strategically with senior product, design, research, and operations leaders to shape problem definitions, prioritize opportunities, and influence decision-making at the program or portfolio level
• Plan and conduct complex generative and evaluative research to uncover customer motivations, behaviors, and ecosystem-level pain points translating insights into actionable service opportunities
• Map and model end-to-end service ecosystems (journeys, blueprints, experience flows), identifying systemic risks, gaps, and interdependencies across roles, systems, and touchpoints
• Design and facilitate high-stakes workshops and co-creation sessions with cross-functional stakeholders and leadership to align on North Star experiences, service principles, and transformation roadmaps
• Shape future-state service models and prototypes that connect strategy to execution , testing and validating new ways of working, roles, and client experiences before scaling
• Advance design maturity by mentoring others, establishing repeatable methods, and evolving the tools, frameworks, and playbooks that elevate how service design is practiced across the organization
• Balance user needs, business goals, and operational realities applying a systems-thinking mindset to ensure every solution delivers both client and organizational value

Benefits

• You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level