Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Rockwell Automation

Location: Mayfield Heights, Ohio, United States / Milwaukee, Wisconsin, United States

Job Type: FULL_TIME

Category: Customer Experience (CX) Design / Service Operations

Date Posted: 2025-08-22T00:00:00

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in shaping and enhancing the customer experience within Rockwell Automation by focusing on service design principles and process optimization.

• The Service Designer will be instrumental in identifying, designing, and improving key customer "Moments that Matter" to drive value and achieve desired business outcomes.

• The position requires deep user empathy and the ability to translate customer needs into tangible service improvements across digital, physical, and human interaction touchpoints.

• Success in this role hinges on strong cross-functional collaboration, data-driven decision-making, and the application of design thinking methodologies to create scalable and consistent customer journeys.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities and required skills indicate a strong overlap with operations, particularly in customer experience operations. The role involves process mapping, stakeholder management, and ensuring operational efficiency in service delivery, aligning it with GTM and CX operations functions.

📈 Primary Responsibilities

• Conduct comprehensive user research, employing qualitative and quantitative methods to deeply understand customer needs, behaviors, pain points, and expectations within industrial automation contexts.

• Develop and refine detailed user journey maps and service blueprints to visualize the end-to-end customer experience, identifying critical touchpoints and opportunities for improvement.

• Design, prototype, and test innovative service concepts and touchpoint enhancements across various channels (digital platforms, in-person interactions, partner engagements) to validate effectiveness and user acceptance.

• Facilitate collaborative design thinking workshops and co-creation sessions with internal stakeholders (including sales, marketing, product, and support teams) and external customers to generate and prioritize service improvement initiatives.

• Oversee the implementation and adoption of CX-related technologies and tools, ensuring seamless integration into existing operational workflows and a consistent user experience.

• Create and present regular, data-driven reports on key Customer Experience (CX) performance metrics and insights to stakeholders and leadership, highlighting progress, impact, and areas for strategic focus.

• Drive the development and execution of a holistic CX strategy, ensuring alignment with Rockwell Automation's overarching business goals, product roadmaps, and market positioning.

• Collaborate with cross-functional teams to ensure the consistent and seamless application of CX principles across all customer segments and personas.

• Champion a customer-centric mindset throughout the organization, advocating for user needs and influencing decision-making to prioritize impactful customer experience improvements.

• Leverage Voice of Customer (VoC) research methods and data analysis to identify trends, measure customer satisfaction, and inform service design iterations.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design and operational execution, common in senior CX or operations roles. The inclusion of "scaling operations" and "simplifying customer touchpoints" points to a need for process improvement and operational efficiency.

🎓 Skills & Qualifications

Education:

Experience:

• 2+ years of progressive experience in customer experience management, service design, UX design, or a closely related field, with a proven track record of improving customer journeys and driving business outcomes.

Required Skills:

• User Research: Proficiency in conducting qualitative (interviews, usability testing) and quantitative (surveys, analytics) user research to gather actionable insights.

• Journey Mapping & Service Blueprinting: Expertise in creating detailed customer journey maps and service blueprints to visualize complex service ecosystems and identify friction points.

• Prototyping & Testing: Skill in developing low-fidelity and high-fidelity prototypes and conducting iterative testing to validate service concepts and designs.

• Cross-functional Collaboration: Demonstrated ability to effectively partner with diverse teams, including product management, engineering, sales, marketing, and customer support, to drive CX initiatives.

• CX Strategy Development: Ability to contribute to and execute comprehensive customer experience strategies that align with business objectives.

• Data Analysis & Reporting: Competency in analyzing CX data (e.g., NPS, CSAT, CES, usage metrics) and generating clear, concise reports for stakeholder communication.

• Design Thinking Methodologies: Strong understanding and application of Design Thinking principles for problem-solving and innovation.

Preferred Skills:

• Voice of Customer (VoC) Research: Experience with implementing and analyzing VoC programs and feedback mechanisms.

• Lean Six Sigma or Process Improvement: Familiarity with process improvement methodologies to drive efficiency and optimize service delivery workflows.

• CX Software Platforms: Experience with relevant CX platforms (e.g., Qualtrics, Medallia, Gainsight) and data analysis tools (e.g., Tableau, Power BI).

• Project Management: Excellent project management skills to manage multiple initiatives, timelines, and stakeholders effectively.

• Business Acumen: Understanding of business operations, industrial automation, and market dynamics relevant to Rockwell Automation.

📝 Enhancement Note: The "Preferred Skills" section, particularly Lean Six Sigma and process improvement, strongly suggests an operations focus. The experience requirement of 2+ years aligns with a mid-level operations professional.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Improvement Case Studies: Showcase examples of how you've analyzed existing service processes, identified inefficiencies, and implemented solutions that resulted in measurable improvements in customer satisfaction, efficiency, or cost reduction.

• Journey Map & Blueprint Examples: Present clear, well-documented examples of customer journey maps and service blueprints you've created, highlighting your ability to map complex customer interactions and operational workflows.

• Prototyping & User Testing Evidence: Include examples of prototypes for service improvements or customer touchpoints, along with documentation of user testing methodologies and resulting design iterations.

• Strategic CX Initiative Examples: Demonstrate contributions to or leadership of strategic CX initiatives, outlining the objectives, your role, the methodologies used, and the achieved business impact.

Process Documentation:

• Ability to document and standardize service delivery processes, ensuring clarity for front-stage customer interactions and back-stage operational support.

• Experience in creating process flows, standard operating procedures (SOPs), and best practice guides for customer-facing teams and internal operations.

• Focus on creating processes that are scalable, repeatable, and adaptable to evolving customer needs and business requirements.

📝 Enhancement Note: The emphasis on process mapping, blueprints, and measurable improvements is crucial for operations roles. A strong portfolio showcasing the ability to optimize service delivery processes is essential.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Insurance: Includes Medical, Dental, and Vision coverage to support employee well-being.

• Retirement Savings Plan: A 401k plan is offered, likely with a company match, to aid in long-term financial planning.

• Paid Time Off (PTO): Generous PTO is provided for vacation, personal time, and sick leave.

• Parental and Caregiver Leave: Support for new parents and individuals needing to care for family members, promoting work-life balance.

• Flexible Work Schedule: The company offers flexibility, allowing employees to work with their manager to establish a work schedule that accommodates personal needs, within the framework of the hybrid policy.

• Professional Development: Opportunities for continuous learning and skill enhancement, though specific programs are not detailed here.

Working Hours:

• Standard full-time hours are expected, likely around 40 hours per week. While the role offers flexible scheduling, core hours for team collaboration and meetings will be expected, aligned with the hybrid work policy requiring employees in the office on Mondays, Tuesdays, and Thursdays.

📝 Enhancement Note: The salary estimate is based on market data for similar roles in comparable locations. The benefits listed are standard for large, established technology companies and are attractive to operations professionals seeking stability and support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Industrial Automation and Information Technology. Rockwell Automation is a leader in providing solutions that enhance productivity, sustainability, and agility for manufacturers globally. This context means the CX design work often involves complex B2B customers with specific operational needs and technical requirements.

Company Size: Large Enterprise (28,000+ employees globally). This size implies structured processes, opportunities for specialization, and a significant impact from individual contributions within a large operational framework.

Founded: Rockwell Automation has a long history, tracing its roots back over a century, indicating a stable, established company with deep industry expertise and a mature approach to business operations.

Team Structure:

• The Service Designer will report to the "Leader, CX Design," indicating a dedicated design function within the broader Enterprise Customer Experience organization.

• The Enterprise Customer Experience organization is focused on guiding customers to value, improving "Moments that Matter," scaling operations, and simplifying customer touchpoints.

Methodology:

• Customer-Centric Design: The core methodology revolves around understanding and improving the holistic service experience for users, with a strong emphasis on Design Thinking.

• Data-Driven Improvement: Insights from user research, VoC, and performance metrics are critical for informing design decisions and measuring the impact of service enhancements.

• Process Optimization: A key aspect involves creating and improving service blueprints and touchpoints, which inherently requires understanding and optimizing operational processes.

• Agile Collaboration: The nature of cross-functional work suggests an agile approach to project execution, with iterative design and feedback loops.

Company Website: https://www.rockwellautomation.com/

📝 Enhancement Note: The emphasis on "scaling operations" and "simplifying customer touchpoints" within the CX organization directly relates to operational efficiency and process improvement, core tenets of revenue and sales operations. The company's scale suggests a need for robust, repeatable processes.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level Service Designer, typically requiring 2-5 years of relevant experience. In an operations context, this translates to a professional capable of independently managing CX design projects, contributing to strategic initiatives, and mentoring junior team members.

Reporting Structure: The Service Designer reports to the Leader, CX Design, indicating a clear line of management within a specialized CX design team. This structure provides mentorship and guidance from experienced leadership in design and customer experience.

Operations Impact: The role has a direct impact on customer satisfaction, retention, and the overall efficiency of service delivery. By improving customer journeys and simplifying touchpoints, the Service Designer contributes to smoother sales cycles, reduced customer support overhead, and increased customer lifetime value, all critical metrics for revenue and sales operations.

Growth Opportunities:

• Specialization in CX Design: Deepen expertise in service design, user research, journey mapping, and CX strategy within the industrial automation sector.

• Operational Process Improvement Leadership: Transition into roles focused on optimizing broader operational workflows, leading process improvement initiatives, or managing CX operations.

• Cross-Functional Leadership: Develop leadership skills by managing complex CX projects, influencing cross-functional teams, and potentially leading project teams.

• Management Track: Progress into management roles within the CX Design team or the broader Enterprise Customer Experience organization, overseeing design strategy and team performance.

• Industry Expertise: Become a recognized expert in designing exceptional customer experiences within the industrial automation and manufacturing sectors.

📝 Enhancement Note: The growth path clearly leans towards specialized CX design or broader operational leadership within customer-facing functions, aligning well with career progression in GTM operations.

🌐 Work Environment

Office Type: Hybrid Work Environment. Employees are expected to work from a Rockwell office location at least three days a week (Mondays, Tuesdays, and Thursdays are designated as in-office days unless there's a business obligation elsewhere). This setup balances flexibility with in-person collaboration.

Office Location(s): The role can be based in either Mayfield Heights, Ohio, or Milwaukee, Wisconsin, offering employees flexibility in choosing a primary work location.

Workspace Context:

• Collaborative Environment: The hybrid model encourages in-person collaboration on key days, fostering teamwork and idea exchange within the CX design team and with other departments.

• Tools & Technology: Access to standard office technologies, design software, and potentially specialized CX platforms will be provided to facilitate effective work.

• Team Interaction: Opportunities exist for regular interaction with colleagues, mentors, and stakeholders through scheduled meetings, workshops, and informal discussions, both in-person and virtually.

Work Schedule: A standard 40-hour work week is expected, with the flexibility to adjust daily schedules in coordination with management, provided that core in-office days are met and project deadlines are achieved. This flexibility can support efficient data analysis and process mapping outside of peak collaboration times.

📝 Enhancement Note: The hybrid model with specified in-office days is typical for large corporations aiming to balance flexibility with team cohesion and direct collaboration, which is important for design and operations roles.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition will likely conduct an initial screening to assess basic qualifications and cultural fit.

• Hiring Manager Interview: A conversation with the Leader, CX Design, to discuss experience, approach to service design, and alignment with the team's goals. Expect questions about your process for user research, journey mapping, and problem-solving.

• Portfolio Review & Presentation: A key stage likely involves presenting a curated portfolio showcasing relevant projects. Be prepared to walk through case studies, explaining your role, methodologies, challenges, and the impact of your work on customer experience and business outcomes. This is where your operations process improvement examples will shine.

• Cross-functional Stakeholder Interviews: You may meet with members from other departments (e.g., product, sales, support) to assess collaboration skills and how you integrate CX design into broader business operations.

• Final Interview/Offer: Typically with senior leadership or HR to finalize the decision and extend an offer.

Portfolio Review Tips:

• Focus on Impact: For each project, clearly articulate the problem, your specific contributions, the methodologies used (especially design thinking and process mapping), and the tangible results (e.g., improved CSAT, reduced support tickets, increased conversion rates). Quantify outcomes wherever possible.

• Showcase Process & Operations: Highlight your ability to map complex service operations, identify bottlenecks, and design efficient, scalable solutions. Include examples of service blueprints and how they informed operational changes.

• Tell a Story: Structure your portfolio presentations like a narrative – problem, your approach, execution, and outcome. Demonstrate your thought process and problem-solving skills.

• Tailor to Rockwell: Research Rockwell Automation's products, services, and customer base. If possible, tailor your examples to demonstrate understanding of industrial automation challenges or B2B service design.

• Prepare for Questions: Anticipate questions about how you handle conflicting stakeholder priorities, manage ambiguity, and measure the success of your designs in an operational context.

Challenge Preparation:

• Be prepared for potential case studies or exercises that might involve analyzing a hypothetical customer scenario, mapping a process, or proposing service improvements.

• Practice articulating your thought process clearly and concisely, focusing on how you would apply design thinking and operational efficiency principles to solve the given problem.

• Consider how you would gather data, involve stakeholders, and measure the success of your proposed solutions within a business context.

📝 Enhancement Note: The emphasis on portfolio presentations and case studies with measurable outcomes is critical for operations roles. Demonstrating an understanding of process, efficiency, and business impact is key.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Tools like Figma, Sketch, Adobe XD, or similar for creating user interfaces, journey maps, and service blueprints.

• User Research & Analytics Platforms: Experience with tools for user surveys, interviews, usability testing, and analyzing customer feedback (e.g., Qualtrics, SurveyMonkey, UserTesting.com, Hotjar).

• Data Visualization & BI Tools: Proficiency in tools like Tableau, Power BI, or similar for analyzing CX data and creating performance dashboards.

• CRM Systems: Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics) is beneficial for understanding customer data management and sales/service workflows.

• Project Management Software: Tools like Jira, Asana, Trello, or Microsoft Project for managing design projects and cross-functional collaboration.

Analytics & Reporting:

CRM & Automation:

• While not explicitly a CRM administrator role, understanding how customer data flows through CRM and other operational systems is crucial for designing integrated service experiences. Familiarity with automation principles in service delivery is a plus.

📝 Enhancement Note: Proficiency in design and analytics tools is expected, but the ability to connect these tools to operational efficiency and business outcomes is paramount for an operations-focused role.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and meeting customer needs is paramount, driving all design and operational decisions.

• Data-Driven Decision Making: Valuing insights derived from research and analytics to inform strategy and measure impact, ensuring a focus on measurable results.

• Collaboration & Partnership: Fostering strong working relationships across departments to ensure a cohesive and integrated customer experience.

• Continuous Improvement: A mindset of always seeking ways to optimize processes, enhance services, and deliver greater value to customers and the organization.

• Innovation: Encouraging creative problem-solving and the exploration of new ideas to address customer challenges and business opportunities.

Collaboration Style:

• Cross-Functional Integration: Actively works with diverse teams to ensure that CX design is embedded across all customer touchpoints and operational processes.

• Feedback-Driven: Open to constructive feedback and actively seeks input from stakeholders to refine designs and strategies.

• Knowledge Sharing: Willingness to share insights, best practices, and learnings to elevate the collective understanding and capabilities of the team and organization.

• Proactive Communication: Maintains clear and consistent communication with stakeholders regarding project progress, challenges, and outcomes.

📝 Enhancement Note: The values emphasize a blend of customer focus, analytical rigor, and collaborative execution, which are hallmarks of effective operations teams focused on driving business results through process and experience.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Customer Needs with Business Constraints: Navigating the complexities of industrial automation to design solutions that are both customer-centric and operationally feasible and cost-effective.

• Driving Adoption of New Processes/Services: Effectively communicating the value and facilitating the adoption of new service designs and improved operational workflows across various internal teams and customer segments.

• Measuring ROI of CX Initiatives: Quantifying the direct impact of service design improvements on business metrics, which can be challenging in complex B2B environments.

• Keeping Pace with Technological Advancements: Staying current with evolving customer expectations and technological innovations in both customer experience design and industrial automation.

Learning & Development Opportunities:

• Advanced CX Methodologies: Deepen knowledge in specialized areas like service design, journey mapping, user research techniques, and CX strategy development.

• Industry-Specific Knowledge: Gain in-depth understanding of Rockwell Automation's product portfolio, market landscape, and the unique operational needs of industrial customers.

• Process Improvement Certifications: Pursue certifications like Lean Six Sigma to further enhance skills in process optimization and operational efficiency.

• Leadership Development: Opportunities to lead projects, mentor junior designers, and develop strategic leadership capabilities within the CX organization.

📝 Enhancement Note: The challenges highlight the need for strong analytical, problem-solving, and process-thinking skills, which are core to operations roles. Growth opportunities focus on both specialized CX skills and broader operational leadership.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "How would you approach designing a new service process for onboarding industrial automation clients, considering both digital self-service options and personalized support?" Focus on mapping touchpoints, identifying operational handoffs, and defining key metrics for success.

• Collaboration & Stakeholder Management: "Describe a time you had to influence a cross-functional team to adopt a new customer experience initiative. How did you manage differing priorities and ensure buy-in?" Prepare examples demonstrating your ability to communicate the operational benefits and ROI of CX improvements.

• Problem-Solving & Efficiency: "Imagine a scenario where customer feedback indicates a significant pain point in our service delivery. How would you diagnose the root cause, ideate solutions, and implement improvements with an eye toward operational efficiency?" Discuss your process for mapping the current state, identifying inefficiencies, and designing a optimized future state.

Company & Culture Questions:

• Company Operations: "What do you understand about Rockwell Automation's approach to customer experience and operational efficiency in the industrial automation sector?" Research their recent initiatives, values, and market position.

• Team Dynamics: "How do you typically integrate with product, sales, and support teams to ensure a cohesive customer journey?" Be ready to discuss your collaboration style and how you ensure operational alignment.

• Impact Measurement: "How would you measure the success of a new service touchpoint you designed for our customers?" Prepare to discuss specific CX metrics and how they tie back to operational efficiency and business outcomes.

Portfolio Presentation Strategy:

• Structure for Operations: Frame your case studies to highlight process analysis, workflow improvements, and measurable operational impacts (e.g., reduced cycle time, fewer errors, increased efficiency).

• Metrics & ROI: Clearly present the data and metrics used to define success and demonstrate the return on investment for your design solutions. Show how your work contributed to business goals.

• Interactive Elements: If possible, use interactive elements to showcase journey maps or prototypes. Be prepared to explain your design choices and how they support efficient service delivery.

📝 Enhancement Note: Interview preparation should focus on demonstrating an understanding of operational processes, efficiency gains, and the ability to quantify the business impact of CX initiatives.

📌 Application Steps

To apply for this operations-focused Service Designer position:

• Submit your application through the provided link on Workday.

• Tailor Your Resume: Highlight experience in customer experience management, service design, process improvement, and any relevant operations or GTM roles. Quantify achievements using metrics related to efficiency, satisfaction, or cost reduction.

• Curate Your Portfolio: Select 2-3 strong case studies that best demonstrate your skills in user research, journey mapping, service blueprinting, prototyping, and, most importantly, process optimization and measurable impact. Ensure these showcase your ability to drive operational efficiency within customer experiences.

• Prepare Your Presentation: Practice walking through your portfolio case studies, focusing on the problem, your process (emphasizing operational analysis), the solutions implemented, and the quantifiable results. Be ready to discuss how your work contributes to Rockwell Automation's business objectives.

• Research Rockwell Automation: Understand the company's mission, products, and target markets. Familiarize yourself with their approach to customer experience and operational excellence in the industrial automation space.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.