Service Designer (UX/UI)

📍 Job Overview

Job Title: Service Designer (UX/UI)
Company: American Red Cross
Location: Statewide, DC (Remote - United States)
Job Type: Full-Time
Category: UX/UI Design & Service Design
Date Posted: October 1, 2025
Experience Level: 7+ Years
Remote Status: Fully Remote

🚀 Role Summary

• This role is centered on leveraging human-centered design principles and service design methodologies to enhance digital experiences for critical humanitarian services, particularly in disaster response.
• The Service Designer will bridge the gap between complex business needs and intuitive user interfaces, focusing on improving product adoption and mission-critical outcomes.
• Key responsibilities include facilitating workshops, conducting business analysis, and creating visual artifacts to drive decision-making and product design within an agile framework.
• This position requires a strong understanding of design thinking, process mapping, and the ability to collaborate effectively across diverse teams, including product, engineering, and business stakeholders.

📝 Enhancement Note: This role is positioned within the Humanitarian Services Digital Product Management team, indicating a strategic focus on leveraging technology to directly support the Red Cross's core mission. The emphasis on disaster client care products (RC Care, Shelter Client Information App) highlights the critical nature and impact of this design work. The requirement for East Coast work hours for a remote role suggests a need for alignment with key operational teams.

📈 Primary Responsibilities

• Digital Experience Design & Enhancement: Collaborate with technology, product, and business teams to understand customer and business needs, translating them into intuitive and engaging digital experience designs that drive desired mission outcomes.
• Business Process Analysis & Optimization: Learn and understand business processes, identifying how new applications or system enhancements can best support business users. Investigate complex operations-related problems, recommend solutions, and facilitate their implementation.
• Discovery & Ideation Facilitation: Lead and facilitate discovery sprints and workshops to support early-stage product definition, effectively uncovering customer pain points and identifying opportunities for innovation.
• Visual Storytelling & Stakeholder Alignment: Create compelling visual artifacts, including process flows, user journeys, and service blueprints, to effectively communicate complex business and technology concepts, promoting informed decision-making and product design.
• Solution Blueprinting & Design: Partner with stakeholders to develop strategic plans for technology vision implementation. Audit existing digital experiences and blueprint new ones, identifying opportunities for improvement and experimentation.
• Prototype Development: Create a range of prototypes, from low to high fidelity, including process flows, user flows, journey maps, and interaction models, to visualize and test design concepts.
• Cross-Functional Collaboration: Facilitate seamless communication and collaboration between technology and business stakeholders throughout the discovery, design, and product development sprints.
• Methodology Development & Adoption: Adapt industry best practices and develop new service design and business analysis tools, methods, and standards, promoting their adoption across cross-functional teams and coaching junior designers.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design thinking, hands-on UX/UI creation, and robust business analysis. The requirement to "Adapt precedent and may make significant departures from traditional approaches to develop solutions" indicates a need for innovative problem-solving within established organizational frameworks.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field (e.g., Human-Computer Interaction, Design, Information Technology, Business Administration with a focus on Systems) or equivalent practical experience.
Experience:

• Minimum of 7 years of related professional experience, or a combination of education and experience that equates to this.
• At least 2 years specifically in service design, product design, design strategy, or human-centered design.
• At least 2 years utilizing design thinking tools and methodologies.
• Experience designing for the Salesforce platform, specifically Service Cloud and Experience Cloud, is highly desirable given the mention of RC Care.

Required Skills:

• Design Thinking & Methodologies: Proven ability to apply design thinking principles, including journey mapping, prototyping, and user testing.
• Service Design Expertise: In-depth knowledge and practical application of service design frameworks, including service blueprints, process mapping, and user flow creation.
• UX/UI Design Proficiency: Strong skills in creating intuitive and engaging digital interfaces, with a portfolio demonstrating a range of design artifacts and solutions.
• Workshop Facilitation: Experience in leading and facilitating productive workshops and design sprints to gather insights and drive consensus.
• Business Analysis Acumen: Ability to understand complex business processes, analyze requirements, and translate them into actionable design and technology solutions.
• Agile Development Familiarity: Proficiency with techniques related to agile development projects and understanding of user story development.
• Stakeholder Engagement: Excellent client relationship management skills, with the ability to engage effectively with diverse stakeholders from leadership to front-line staff.
• Documentation & Communication: Clear and effective writing, documenting, and presentation skills.
• Collaboration Tools: Proficiency with business assessment and modeling tools such as Mural, Miro, LucidChart, Figma, Jira, and Confluence.

Preferred Skills:

• Salesforce Experience Cloud/Service Cloud: Direct experience designing solutions within these specific Salesforce modules.
• Systems Integration & Data Management: Understanding of systems life cycle, integration principles, and data management.
• Product Management Collaboration: Experience working closely with product managers on user stories and solution design.
• Compliance & Policy Awareness: Ability to balance design innovation with internal constraints like policy, compliance, and organizational standards.

📝 Enhancement Note: The explicit mention of "RC Care" and Salesforce platforms suggests that candidates with direct experience in designing for CRM systems, particularly Salesforce Service and Experience Cloud, will have a significant advantage. The "7 years of related experience" combined with "at least 2 years in service and/or product design" indicates a need for a seasoned professional with a strong foundation in core design principles and practical application.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstration of Design Thinking Process: Showcase a clear application of the design thinking framework (empathize, define, ideate, prototype, test) in at least one significant project.
• Service Design Artifacts: Include examples of service blueprints, journey maps, process flows, and user flows that illustrate complex service interactions and identify areas for improvement.
• UX/UI Design Examples: Present high-fidelity mockups, interactive prototypes, and final UI designs for digital products, highlighting user-centered design principles and problem-solving.
• Business Analysis Case Studies: Provide examples of how you've translated business requirements and operational needs into functional design solutions, demonstrating an understanding of business impact.
• Collaboration & Iteration Evidence: Showcase instances where your designs were iterated upon based on user feedback, stakeholder input, or technical constraints, demonstrating adaptability and a collaborative approach.

Process Documentation:

• Workflow Design & Optimization: Examples of documented current-state processes and proposed optimized future-state workflows, clearly illustrating efficiency gains or improved user experiences.
• System Implementation Artifacts: If applicable, include documentation related to the implementation of new digital tools or features, focusing on user adoption strategies and training materials.
• Performance Measurement & Analysis: Show how you've tracked and analyzed the performance of designed solutions, using metrics to demonstrate impact and inform further iterations.

📝 Enhancement Note: Given the role's focus on service design and business analysis within a mission-driven organization, a portfolio should clearly articulate the "why" behind design decisions, connecting them to user needs and organizational goals. Evidence of translating complex operational challenges into elegant, user-friendly digital solutions will be highly valued.

💵 Compensation & Benefits

Salary Range: $100,000 - $120,000 per year.
This range is based on the provided information and is subject to adjustment based on the candidate's specific location within the United States and their experience level, as stated by the employer.

Benefits:

• Health & Wellness: Medical, Dental, and Vision plans; Health Spending Accounts (HSAs) & Flexible Spending Accounts (FSAs).
• Time Off: Generous Paid Time Off (PTO) starting at 19 days per year (based on job type and tenure), plus 11 paid holidays (6 core, 5 floating).
• Retirement: 401K plan with up to a 6% company match.
• Family Support: Paid Family Leave.
• Employee Support: Employee Assistance Program (EAP) for personal and professional support.
• Insurance: Short-term and Long-term Disability insurance, along with other company-provided insurance options.
• Recognition: Service Awards and recognition programs.

Working Hours: Standard full-time hours, likely around 40 hours per week. The role specifies preferred work hours on an East Coast schedule, even though it is a remote position within the United States.

📝 Enhancement Note: The salary range is competitive for a Service Designer with 7+ years of experience, especially considering the remote nature of the role. The comprehensive benefits package reflects the American Red Cross's commitment to supporting its employees, which is a significant draw for mission-driven organizations. The mention of salary being location-dependent is standard for remote roles and will be confirmed during the screening process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Non-profit / Humanitarian Services. The American Red Cross operates as a critical component of global humanitarian aid, focusing on disaster relief, blood donation, and supporting military families, among other services. Company Size: Large, with a significant national and international presence. This implies a structured environment with established processes, but also opportunities for impact across a vast network. Founded: 1881. With over 140 years of history, the organization has a deep-rooted mission and a well-established reputation for service and resilience.

Team Structure:

• Humanitarian Services Digital Product Management Team: This team is responsible for the digital products that support the core mission delivery of the Red Cross.
• Reporting: The Service Designer will likely report to a Product Manager or a Lead Designer within this team.
• Cross-functional Collaboration: The role requires close collaboration with Product Managers, Engineers, Business Analysts, UX Researchers, and various business stakeholders across different departments, especially those directly involved in disaster response operations.

Methodology:

• Human-Centered Design: A primary focus on understanding and addressing user needs in all digital product development.
• Design Thinking: Employing iterative processes for problem-solving and innovation.
• Agile Development: Working within agile frameworks to deliver solutions efficiently and adapt to evolving requirements.
• Data-Informed Decision Making: Utilizing data and insights to guide design choices and measure impact.

Company Website: https://www.redcross.org/

📝 Enhancement Note: The American Red Cross's mission is central to its culture. Candidates should be prepared to demonstrate how their design skills can contribute to this humanitarian mission. The scale of the organization means that design decisions can have a widespread impact, requiring a thoughtful and scalable approach.

📈 Career & Growth Analysis

Operations Career Level: This is a mid-to-senior level individual contributor role, requiring significant experience and the ability to work autonomously. It's a specialized role within the broader digital product development function. Reporting Structure: The Service Designer will likely report into a Product Management or Design leadership structure within the Humanitarian Services division. They will collaborate extensively with cross-functional teams, including engineering and business units, to bring digital solutions to life. Operations Impact: The role has a direct and profound impact on the Red Cross's ability to deliver its mission. By improving the efficiency and user-friendliness of digital tools for disaster response, financial assistance, and volunteer management, the Service Designer directly contributes to the effectiveness and reach of humanitarian aid.

Growth Opportunities:

• Specialization: Deepen expertise in service design, UX/UI for non-profits, or specific areas like Salesforce-driven solutions.
• Leadership: Potential to move into lead designer, design strategist, or product management roles, guiding project direction and mentoring junior team members.
• Cross-Departmental Exposure: Opportunity to work on a variety of digital products supporting different aspects of the Red Cross mission, broadening understanding of the organization.
• Skill Development: Continuous learning in design thinking, agile methodologies, and emerging digital technologies relevant to humanitarian services.

📝 Enhancement Note: For a candidate interested in a career with purpose, this role offers a unique opportunity to apply sophisticated design skills to impactful humanitarian work. Growth potential lies in both deepening specialized design expertise and expanding into leadership or broader product strategy roles within the organization.

🌐 Work Environment

Office Type: Fully Remote (Work from Home). This offers flexibility and the ability to work from anywhere within the United States. Office Location(s): While the role is remote, the preferred work hours are on an East Coast schedule, suggesting that the core team and key stakeholders operate within Eastern Time Zone business hours. Workspace Context:

• Home Office Setup: Candidates will need a suitable home office environment conducive to focused work and virtual collaboration.
• Digital Collaboration Tools: The work will heavily rely on digital collaboration platforms (e.g., Slack, Microsoft Teams, Zoom, Miro, Figma) for communication, brainstorming, and design reviews.
• Team Interaction: Regular virtual meetings, stand-ups, and workshops will be part of the daily routine, fostering a connected, albeit distributed, team environment.

Work Schedule: Standard full-time, with a preference for East Coast business hours. This implies a need for availability during core business hours for real-time collaboration, even if the exact start and end times are flexible.

📝 Enhancement Note: The fully remote nature is a significant perk, but the preference for East Coast hours is a key consideration for work-life balance and collaboration effectiveness. Candidates should be comfortable with a digitally-driven work environment and proactive communication.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and alignment with the role and organization's mission.
• Technical/Design Interview: Expect a deeper dive into your design process, methodologies, and experience. This may involve a portfolio review and discussion of specific case studies.
• Case Study/Challenge: A practical exercise or a take-home assignment may be given to evaluate your problem-solving skills, design thinking application, and ability to translate requirements into solutions.
• Behavioral & Cultural Fit Interview: Interviews with team members and leadership to assess collaboration style, communication skills, and alignment with Red Cross values.
• Final Interview: Potentially a final discussion with senior leadership to confirm fit and discuss the role's strategic importance.

Portfolio Review Tips:

• Showcase Mission Alignment: Tailor your portfolio to highlight projects where your design work had a tangible positive impact, ideally on users or operational efficiency. For this role, emphasize projects related to complex systems, process improvement, or user experience enhancement.
• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed, the solutions you designed, and the outcomes achieved. Quantify results whenever possible.
• Highlight Design Thinking & Service Design: Explicitly demonstrate your use of design thinking methodologies and service design artifacts (journey maps, service blueprints).
• Include Technical Proficiency: Showcase your ability to use tools like Figma, Miro, Jira, and your experience with platforms like Salesforce.
• Be Prepared for "Why": Be ready to explain the rationale behind your design decisions and how they addressed specific user needs or business objectives.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly research the American Red Cross's mission, services, and any publicly available digital products.
• Focus on Process: Emphasize your approach to understanding the problem space, identifying user needs, and iterating on solutions, rather than just the final deliverable.
• Consider Constraints: Be mindful of potential organizational constraints (policy, compliance, technology stack) and how you would navigate them in your design process.
• Practice Articulation: Prepare to clearly articulate your thought process, design choices, and recommendations, especially in relation to improving operational efficiency and user experience for critical services.

📝 Enhancement Note: The emphasis on mission-driven work means that interviewers will likely probe for your motivation and understanding of the Red Cross's impact. A portfolio that clearly links design solutions to improved outcomes for users and the organization's mission will be highly persuasive.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Photoshop, Illustrator), InVision, Axure RP.
• Collaboration & Ideation: Mural, Miro, LucidChart.
• Project Management & Documentation: Jira, Confluence.
• CRM & Platforms: Salesforce (Service Cloud, Experience Cloud) - experience designing for or within these platforms is a significant plus.
• User Research Tools: (Potentially) UserTesting.com, Optimal Workshop, Qualtrics.

Analytics & Reporting:

• Web Analytics: Google Analytics (or similar) for understanding user behavior on digital platforms.
• Data Visualization: Tableau, Power BI (or similar) for presenting insights from data.

CRM & Automation:

• Salesforce: As mentioned, direct experience is highly valued.
• Integration Tools: Understanding of how different systems integrate is beneficial.

📝 Enhancement Note: Proficiency with collaborative design tools like Miro and Figma is critical for remote work. Experience with Salesforce, particularly its Service and Experience Clouds, is a key differentiator given the mention of RC Care. Familiarity with agile project management tools like Jira and Confluence is also essential for team integration.

👥 Team Culture & Values

Operations Values:

• Humanitarian Spirit: A deep commitment to serving others and making a positive difference in people's lives.
• Integrity & Compassion: Upholding ethical standards and demonstrating empathy in all interactions.
• Excellence & Accountability: Striving for high performance and taking responsibility for outcomes.
• Collaboration & Respect: Working effectively with diverse individuals and valuing each person's contribution.
• Innovation & Adaptability: Embracing new ideas and responding effectively to evolving needs and challenges.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where designers work closely with product managers, engineers, and business units to achieve shared goals.
• Open Communication: A culture that encourages open dialogue, constructive feedback, and the sharing of ideas across teams.
• Mission-Focused: All collaboration efforts are ultimately directed towards fulfilling the organization's humanitarian mission.

📝 Enhancement Note: Candidates should be prepared to articulate how their personal values align with the American Red Cross's core principles, particularly their motivation for working in a mission-driven environment. The ability to collaborate effectively with diverse teams, including those with non-technical backgrounds, is paramount.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Mission & Technology: Navigating the inherent complexities of applying modern digital design principles within a large, established non-profit with specific operational constraints and compliance requirements.
• User Needs in Crisis: Designing for users who may be experiencing extreme stress or crisis situations, requiring a highly empathetic and robust design approach.
• Legacy Systems & Integration: Potentially working with or integrating with older systems while striving to implement modern digital solutions.
• Resource Constraints: Non-profits often operate with tighter budgets and resources, requiring creative problem-solving and prioritization.

Learning & Development Opportunities:

• Specialized Training: Opportunities to deepen expertise in service design, UX research, UI patterns for specific platforms (like Salesforce), and human-centered design for critical services.
• Industry Conferences & Certifications: Potential support for attending relevant design and technology conferences or obtaining certifications.
• Mentorship: Access to experienced leaders within the Red Cross's digital product and humanitarian services teams.
• Impactful Project Exposure: Working on projects that have a direct, measurable impact on disaster relief, community support, and saving lives.

📝 Enhancement Note: The challenges presented are inherent to working in a large, mission-critical organization. Successfully navigating these requires strong problem-solving skills, adaptability, and a deep understanding of user needs in complex environments. The growth opportunities are significant for those seeking to apply their design skills to meaningful work.

💡 Interview Preparation

Strategy Questions:

• Mission Alignment: "Why are you interested in working for the American Red Cross specifically, and how do you see your design skills contributing to our mission?"
• Design Process: "Walk us through a complex service design project from conception to completion. What was the biggest challenge, and how did you overcome it?"
• User-Centricity in Crisis: "How would you approach designing a digital tool for individuals experiencing a natural disaster, considering their potential stress and immediate needs?"
• Salesforce Experience: "Describe your experience designing for Salesforce Service Cloud or Experience Cloud. What are the key considerations?"
• Collaboration: "How do you handle disagreements with stakeholders or engineering teams regarding design decisions?"
• Prioritization: "If you had multiple design requests with competing priorities, how would you approach managing your workload and ensuring the most critical needs are met?"

Company & Culture Questions:

• "What do you know about the American Red Cross and its services, particularly in disaster response?"
• "How do you see yourself fitting into a mission-driven organization like ours?"
• "Describe your ideal team environment and how you contribute to positive team dynamics."

Portfolio Presentation Strategy:

• Structure: Organize your portfolio by project, clearly outlining the problem, your role, the process, the solution, and the impact.
• Narrative: Tell compelling stories about your projects, focusing on the user's journey and the value delivered.
• Visuals: Use clear, high-quality visuals (wireframes, mockups, prototypes, journey maps, service blueprints).
• Tool Proficiency: Be ready to discuss your proficiency with tools like Figma, Miro, and your experience with Salesforce.
• Conciseness: Be prepared to present your most relevant projects within the allocated time, focusing on depth for 1-2 key examples.

📝 Enhancement Note: Prepare specific examples that demonstrate your ability to apply design thinking, service design, and UX/UI skills to solve real-world problems, especially those with operational or humanitarian implications. Highlighting experience with Salesforce will be crucial.

📌 Application Steps

To apply for this Service Designer (UX/UI) position:

• Submit Your Application: Navigate to the provided Workday careers link and complete the online application.
• Tailor Your Resume: Emphasize your experience in service design, UX/UI, design thinking, business analysis, and any relevant platform experience (e.g., Salesforce). Use keywords from the job description.
• Prepare Your Portfolio: Curate a strong portfolio showcasing your best work, with a focus on demonstrating your process, problem-solving abilities, and impact. Ensure it includes examples of service design artifacts and UX/UI design.
• Research the Red Cross: Familiarize yourself with the American Red Cross's mission, values, and current initiatives, particularly in digital services and disaster response.
• Practice Your Narrative: Be ready to articulate your passion for mission-driven work and how your design expertise can contribute to the organization's goals during interviews.

⚠️ 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.

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