Service Designer

Golden 1 Credit Union•Sacramento, CA

7d•Hybrid

About The Position

Golden 1 Credit Union is seeking a Service Designer to join their Enterprise Member Experience department. This role is responsible for improving experiences for both members and employees by leveraging human-centered design, business strategy, and operational excellence. The ideal candidate is a curious, member-focused problem solver who thrives on uncovering opportunities and reducing friction through research, data, and empathy. They should be comfortable navigating ambiguity, asking thoughtful questions, and collaborating across teams to solve complex challenges, balancing strategic thinking with execution.

Requirements

Bachelor’s Degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction or similar required
1+ years of experience in service design, user research, customer experience, or a related field (including internships or academic project work) required
Exposure to service design, design thinking, or human-centered design methodologies
Experience working in team-based or cross-functional environment
Demonstrated ability to contribute to experience design projects
Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps to communicate ideas and designs

Nice To Haves

Financial Services experience a plus.

Responsibilities

Support the planning and execution of qualitative and quantitative research (e.g., interviews, surveys, journey mapping, service blueprints, personas)
Leverage the Voice of the Member analysis to form solutions to member pain points
Contribute to the development of actionable insights that inform experience improvements
Leverage available data sources to support research findings and recommendations
Partner with cross-functional teams (Digital, Operations, Marketing, IT, Product, CX) to understand business processes and member interactions
Contribute to discussions that align experience improvements across channels and touchpoints
Support coordination of service design activities across multiple teams
Assist in planning and facilitating design thinking sessions and journey mapping workshops
Support documentation of workshop outputs, themes, and recommended actions
Contribute to prioritization efforts by organizing insights and opportunity areas
Contribute to the development of experience design concepts and recommendations
Support concept validation activities, including gathering feedback and documenting learnings
Track and maintain documentation related to service design initiatives
Prepare clear, concise summaries of research findings, journey maps, and insights
Communicate findings to team members and stakeholders in a structured and accessible manner
Maintain organized documentation and contribute to centralized research repositories