Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Rockwell Automation

Location: Milwaukee, Wisconsin, United States

Job Type: FULL_TIME

Category: Customer Experience Design / Service Design

Date Posted: 2026-06-02

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Spearhead the design of end-to-end customer and partner experiences within a global technology leader focused on industrial automation.

• Drive the strategic integration of customer needs with business objectives and operational realities across digital, human, and operational touchpoints.

• Facilitate collaborative workshops and partner with cross-functional teams, including Product, IT, and Operations, to ensure holistic solution design.

• Champion a customer-centered culture by sharing insights, best practices, and contributing to the evolution of service design methodologies.

• Define and track key Customer Experience (CX) metrics to measure and drive impact, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

📝 Enhancement Note: While the title is "Senior Service Designer," the responsibilities and context strongly align with a strategic role within Customer Experience (CX) operations, focusing on process, journey, and system design to enhance customer interactions within an enterprise industrial automation environment. This role requires a blend of design thinking and an understanding of operational constraints and business goals.

📈 Primary Responsibilities

• Conduct in-depth customer, partner, and employee research to uncover needs, behaviors, and pain points, synthesizing insights into actionable problem statements and opportunity areas.

• Develop and evolve comprehensive journey maps, service blueprints, and experience frameworks that illustrate the end-to-end customer lifecycle.

• Design and optimize experiences across diverse touchpoints, including digital interfaces, human interactions, and backend operational processes.

• Facilitate dynamic co-creation workshops with internal stakeholders and external partners to foster collaboration and drive innovative solutions.

• Collaborate closely with product management, IT, operations, sales, and subject matter experts to ensure alignment and feasibility of designed experiences.

• Prototype and rigorously test service concepts, iterating based on user feedback and business validation to refine and optimize solutions.

• Define, implement, and monitor key CX metrics to measure the effectiveness of designed experiences and identify areas for continuous improvement.

• Actively contribute to establishing and promoting service design methods and CX standards across the organization, fostering a culture of customer-centricity.

• Share design insights, tools, and best practices to empower other teams and elevate the overall CX maturity.

📝 Enhancement Note: The responsibilities emphasize a full-cycle design process, from discovery and definition through to delivery and cultural enablement. The focus on "operational realities" and collaboration with "operations" teams highlights the practical, implementation-focused aspect of this service design role, aligning it with operational efficiency and business transformation.

🎓 Skills & Qualifications

Education: Bachelor's degree required. A Bachelor's degree in Service Design, UX Design, Human-Centered Design, Business, or a related field is preferred.

Experience: Minimum of 5 years of experience in service design, customer experience, or a closely related discipline. Experience within industrial, manufacturing, or enterprise environments is highly preferred.

Required Skills:

• Legal authorization to work in the U.S. without sponsorship.

• Demonstrated proficiency in conducting user research and synthesizing complex insights.

• Strong ability to structure ambiguous problems and define clear opportunity areas.

• Excellent communication and presentation skills, with the ability to articulate complex ideas clearly and persuasively.

• Experience in creating and utilizing core service design artifacts, such as journey maps and service blueprints.

• Familiarity with design thinking principles and customer research methodologies. Preferred Skills:

• Proficiency in workshop facilitation and co-creation techniques.

• Experience in prototyping and user testing service concepts.

• Familiarity with defining and tracking Customer Experience (CX) metrics (e.g., NPS, CSAT, CES).

• Experience working with enterprise platforms (e.g., CRM, ERP, commerce systems) and understanding their impact on end-to-end experiences.

• Experience in industrial, manufacturing, or complex B2B enterprise environments.

• Ability to foster and drive a customer-centered culture within an organization.

📝 Enhancement Note: The requirements emphasize a blend of design expertise and practical experience in complex enterprise settings, particularly industrial and manufacturing. The preference for experience with enterprise platforms (CRM, ERP) suggests a need to understand how these systems impact and enable service delivery, a critical aspect for operational effectiveness.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects demonstrating a clear understanding of user needs, business objectives, and operational constraints.

• Include examples of journey maps, service blueprints, and experience frameworks that illustrate the designed customer lifecycle.

• Present case studies that highlight problem-solving methodologies, research insights, and the impact of designed solutions.

• Demonstrate experience in prototyping and testing service concepts, with evidence of iteration based on feedback.

• Clearly articulate your role and contributions within collaborative team environments. Process Documentation:

• Provide examples of how you have documented complex service processes and identified areas for optimization.

• Illustrate your approach to translating research findings into tangible design artifacts and actionable recommendations.

• Showcase how you have worked with cross-functional teams to align on and implement service design solutions.

• Highlight any experience in defining or contributing to the measurement of service performance through CX metrics.

📝 Enhancement Note: For a Senior Service Designer role, a portfolio is crucial. It should not only display design outputs but also the strategic thinking, research rigor, and collaborative processes that led to those outputs. Emphasis should be placed on how designs address operational realities and contribute to business goals, demonstrating an understanding of the intersection between user experience and enterprise systems.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers in Milwaukee, Wisconsin, with 5-10 years of experience in enterprise environments, a competitive salary range is estimated between $110,000 - $145,000 annually. This range accounts for the specialized skills in service design, CX strategy, and industrial sector experience.

Benefits:

• Comprehensive Health Insurance: Including Medical, Dental, and Vision plans.

• Retirement Savings Plan: 401k with potential company match.

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

• Parental and Caregiver Leave: Support for new parents and those caring for family members.

• Flexible Work Schedule: Opportunity to work with your manager to establish a schedule that balances personal life and professional responsibilities.

• Additional benefits are available and can be explored at www.raquickfind.com.

Working Hours: Standard full-time hours, typically 40 hours per week. The company offers a flexible work schedule, allowing for adjustments in daily or weekly hours in coordination with management, ensuring work-life integration while maintaining operational coverage.

📝 Enhancement Note: The salary estimate is based on aggregated data for similar roles in the Milwaukee, WI area, considering the specified experience level and the enterprise/industrial focus. This is an estimation, and actual compensation will be determined by the candidate's specific skills, experience, and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Industrial Automation, Manufacturing Technology, Software, and Services. Rockwell Automation is a global leader providing solutions that enhance productivity, sustainability, and agility for manufacturers worldwide.

Company Size: Rockwell Automation is a large enterprise, with over 28,000 employees globally. This scale implies a structured environment with opportunities for significant impact and cross-functional collaboration across diverse business units and geographies.

Founded: Rockwell Automation has a long history, founded in 1903, providing a stable and established foundation with a forward-looking approach to innovation in industrial technology.

Team Structure:

• The Senior Service Designer will be part of the Enterprise Customer Experience (ECX) organization, which falls under the broader Business Transformation umbrella.

• The ECX team is described as collaborative and global, with primary presence in the US and strong partnerships across regions.

• Reporting to the CX Design Leader, this role involves close partnerships with product, IT, operations, and subject matter experts, indicating a highly cross-functional and matrixed working environment. Methodology:

• The ECX team's approach emphasizes a design-led strategy, integrating experiences, processes, and systems holistically.

• Design plays an active role in defining solutions, working collaboratively from the early stages of initiatives.

• The team values diverse perspectives and aims to design solutions that are effective across global markets, industries, and user types.

• A focus on understanding customer needs and translating them into operational realities is central to their methodology.

Company Website: www.rockwellautomation.com

📝 Enhancement Note: The company culture at Rockwell Automation, as described, points to a large, established organization that is actively investing in digital transformation and customer experience. The ECX team's structure and methodology suggest a modern, collaborative approach to design within a traditional industrial sector, offering a unique opportunity for impact.

📈 Career & Growth Analysis

Operations Career Level: Senior Service Designer. This role is positioned at a senior individual contributor level, requiring extensive experience and the ability to lead complex design initiatives independently. It signifies a level of expertise where the individual is expected to mentor others, influence strategy, and drive significant change.

Reporting Structure: The role reports to the CX Design Leader within the Enterprise Customer Experience (ECX) organization. This leadership position implies guidance and strategic direction from a senior CX professional, with opportunities to influence departmental strategy.

Operations Impact: The Senior Service Designer's impact is central to Rockwell Automation's goal of helping manufacturers be more productive, sustainable, and agile. By designing seamless end-to-end experiences, this role directly influences how customers, partners, and employees interact with Rockwell's ecosystem, thereby impacting customer satisfaction, loyalty, adoption rates, and ultimately, revenue and market competitiveness. The focus on operational realities ensures that designed experiences are not only user-centric but also feasible and scalable within the company's complex business processes.

Growth Opportunities:

• Specialization & Leadership: Deepen expertise in specific areas of service design or CX strategy, potentially leading to a Principal Service Designer role or a management track within CX Design or Business Transformation.

• Cross-Functional Influence: Expand influence across different business units and geographies, leading larger, more strategic transformation initiatives.

• Mentorship & Skill Development: Mentor junior designers and contribute to the development of service design capabilities and best practices across Rockwell Automation.

• Industry Expertise: Gain deep insights into the industrial automation and manufacturing sectors, becoming a key subject matter expert in customer experience for these complex industries.

• Strategic Contribution: Play a pivotal role in shaping Rockwell's digital transformation and customer-centricity efforts, contributing to high-level business strategy.

📝 Enhancement Note: The "Senior" title indicates a significant level of responsibility and autonomy. Growth opportunities are likely to involve increased strategic influence, leadership in complex projects, and potentially people management or deep specialization within the evolving landscape of industrial digital transformation and customer experience.

🌐 Work Environment

Office Type: Hybrid work model. Employees are expected to work from the Milwaukee, Wisconsin office at least three days a week (Mondays, Tuesdays, and Thursdays), with flexibility for business needs or personal obligations. This suggests a blend of in-office collaboration and remote work flexibility.

Office Location(s): Primarily based out of the Milwaukee, Wisconsin office (South 2nd Street). This location serves as a hub for the US-based ECX team.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on co-creation workshops suggest an environment that values both focused individual work and robust team collaboration. The office days are likely structured to maximize in-person interaction, brainstorming, and strategic alignment.

• Tools & Technology: While not explicitly detailed, a Senior Service Designer role within a global tech leader implies access to industry-standard design software, collaboration platforms (like Microsoft Teams, Miro, etc.), and potentially enterprise systems for understanding user flows.

• Team Interaction: Expect regular interaction with a diverse, global team of designers, product managers, IT professionals, operations specialists, and business leaders. The hybrid setup will require proactive communication and engagement strategies to ensure seamless collaboration.

Work Schedule: The standard work week is 40 hours, with a flexible schedule arrangement. This flexibility allows designers to manage their time effectively, balancing focused design work, collaborative sessions, and personal commitments, which is crucial for creative roles that often require deep concentration.

📝 Enhancement Note: The hybrid work environment at Rockwell Automation is clearly defined, emphasizing structured in-office days for collaboration while allowing for remote flexibility. This setup is designed to foster both strong team cohesion and individual productivity, a common model for senior roles in design and operations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience alignment.

• Hiring Manager Interview: A discussion with the CX Design Leader to delve into your background, experience, and suitability for the role and team.

• Design/Portfolio Review: A dedicated session where you will present selected case studies from your portfolio, detailing your process, insights, and impact. This is a critical stage to demonstrate your service design capabilities.

• Cross-Functional Stakeholder Interviews: Interviews with key partners from Product, IT, Operations, or other relevant departments to assess collaboration skills, problem-solving approach, and ability to work within an enterprise context.

• Final Interview: Potentially with a higher-level leader to discuss strategic fit and long-term potential.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end service design process, impact, and experience with enterprise environments. Prioritize projects demonstrating problem-solving, research, and collaboration.

• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed (discovery, definition, ideation, prototyping, testing, implementation), the insights gained, the solutions designed, and the measurable outcomes or impact.

• Highlight Collaboration: Emphasize how you worked with cross-functional teams (IT, operations, product) and stakeholders. Showcase your facilitation skills if you have examples of co-creation workshops.

• Showcase Artifacts: Include examples of journey maps, service blueprints, user flows, wireframes, prototypes, and research findings. Explain the purpose and context of each artifact.

• Quantify Impact: Whenever possible, use data and metrics (e.g., improved CSAT, reduced customer effort, increased adoption) to demonstrate the value and effectiveness of your design solutions.

• Address Operational Realities: Be prepared to discuss how your designs considered business goals, technical feasibility, and operational constraints.

Challenge Preparation:

• Mock Presentation: Practice presenting your portfolio case studies, focusing on clarity, conciseness, and storytelling. Time yourself to ensure you can cover key points within allotted segments.

• Situational Questions: Prepare for questions about how you would approach specific design challenges at Rockwell Automation, how you handle conflicting stakeholder priorities, or how you drive adoption of new service designs.

• Company Research: Understand Rockwell Automation's business, industry, and strategic goals. Be ready to connect your experience and design philosophy to their mission.

📝 Enhancement Note: The interview process is designed to thoroughly assess not only design skills but also strategic thinking, collaboration abilities, and the practical application of service design within a complex enterprise setting. A well-prepared, impactful portfolio presentation is essential for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Proficiency in tools like Figma, Sketch, Adobe XD, or similar for creating wireframes, prototypes, and visual designs.

• Workshop Facilitation Tools: Experience with digital collaboration platforms like Miro, Mural, or similar for remote and in-person co-creation workshops, journey mapping, and service blueprinting.

• Research & Synthesis Tools: Familiarity with tools for user research, data analysis, and synthesizing insights, potentially including survey platforms, analytics tools, and qualitative data analysis software.

• Presentation Software: Expertise in tools like PowerPoint, Google Slides, or Keynote for presenting findings, strategies, and design concepts to stakeholders.

Analytics & Reporting:

• CX Metrics Platforms: Familiarity with tools or methodologies for tracking and analyzing key CX metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or similar for creating dashboards and reports that communicate user insights and service performance.

CRM & Automation:

• Enterprise Platforms: Experience or understanding of how enterprise platforms like Customer Relationship Management (CRM) systems (e.g., Salesforce) and Enterprise Resource Planning (ERP) systems (e.g., SAP, Oracle) influence end-to-end customer experiences. While not expected to be an administrator, understanding their role in service delivery is key.

• Process Mapping Tools: Tools for documenting and analyzing business processes and workflows, which are integral to service blueprinting.

📝 Enhancement Note: The technology stack for a Senior Service Designer emphasizes tools for visual design, collaboration, research synthesis, and communication. A strong understanding of how enterprise systems (CRM, ERP) interact with and shape customer journeys is a significant differentiator, bridging the gap between design and operational realities.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and addressing customer needs as the primary driver for all design and process decisions.

• Collaboration: Valuing teamwork and cross-functional partnerships, believing that the best solutions emerge from diverse perspectives and shared effort.

• Innovation: Encouraging creative problem-solving and the exploration of new approaches to enhance customer experiences and operational efficiency.

• Data-Driven Decision Making: Utilizing research, analytics, and metrics to inform design choices, validate hypotheses, and measure impact.

• Continuous Improvement: A mindset focused on iterative design, learning from feedback, and constantly seeking ways to optimize processes and experiences.

• Integrity & Professionalism: Upholding high standards in all interactions and deliverables, reflecting Rockwell Automation's established reputation.

Collaboration Style:

• Cross-Functional Integration: Proactive engagement with Product Management, IT, Operations, Sales, and Marketing to ensure holistic experience design and seamless implementation.

• Co-Creation & Facilitation: Actively leading and facilitating workshops to bring diverse stakeholders together, fostering shared understanding and buy-in.

• Open Communication: Maintaining transparent and frequent communication to align on goals, share progress, and address challenges effectively.

• Feedback Culture: Encouraging constructive feedback exchange within the team and with stakeholders to refine designs and processes.

• Knowledge Sharing: A commitment to sharing learnings, best practices, and insights to elevate the collective CX capability within the organization.

📝 Enhancement Note: The culture and values emphasize a pragmatic approach to design, where user needs are balanced with business objectives and operational feasibility. Collaboration is key, with a strong focus on building consensus and driving change through cross-functional partnerships.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Enterprise Complexity: Working within a large, established organization like Rockwell Automation requires understanding complex business processes, diverse stakeholder needs, and legacy systems. Designing integrated experiences across these facets can be challenging.

• Balancing User Needs with Business/Operational Constraints: Ensuring that user-centric designs are feasible, scalable, and aligned with business goals and operational realities requires strong negotiation and strategic thinking skills.

• Driving Cultural Change: Shifting an organization towards a more customer-centered approach, especially in a traditionally product-focused industrial sector, can be a long-term and challenging endeavor.

• Measuring Impact in Complex Environments: Quantifying the impact of service design initiatives within long sales cycles or complex B2B relationships requires sophisticated metric definition and tracking.

Learning & Development Opportunities:

• Deep Dive into Industrial Automation: Gain unparalleled expertise in the intricacies of the industrial automation and manufacturing sectors, understanding the unique challenges and opportunities for CX.

• Strategic Influence: Opportunities to influence high-level business transformation and digital strategy, impacting the future direction of Rockwell Automation's customer engagement.

• Advanced Design Methodologies: Further develop skills in areas like systems thinking, organizational design, and strategic foresight as applied to customer experience.

• Cross-Disciplinary Exposure: Work closely with experts in product development, engineering, IT, and supply chain, broadening your understanding of enterprise operations.

• Leadership Development: Potential to grow into leadership roles, managing teams, or leading major strategic CX initiatives.

📝 Enhancement Note: The challenges are typical for senior roles in large, established enterprises, requiring strong strategic thinking, stakeholder management, and a deep understanding of operational impact. The growth opportunities are significant, offering a chance to shape the future of customer experience in a critical global industry.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex enterprise service you've designed. What were the key challenges, how did you address them, and what was the outcome?" (Focus on problem structuring, your process, and quantifiable impact).

• "How do you balance user needs with business objectives and operational realities in your design process?" (Highlight your ability to find pragmatic solutions and negotiate trade-offs).

• "Walk us through a service blueprint you've created. What insights did it reveal, and how did it inform subsequent design decisions or operational changes?" (Demonstrate your understanding of service blueprinting and its practical application).

• "How do you approach research and synthesis to uncover unmet customer needs in a B2B or industrial context?" (Showcase your research methodologies and ability to derive actionable insights). Company & Culture Questions:

• "What excites you about Rockwell Automation and the industrial automation industry?" (Demonstrate your research and genuine interest).

• "How would you champion a customer-centered mindset within a manufacturing-focused organization?" (Focus on your change management and influence strategies).

• "Describe a time you had to collaborate with engineers or operations teams. How did you ensure alignment and mutual understanding?" (Highlight your cross-functional collaboration skills).

• "How do you measure the success of your service design work?" (Be prepared to discuss specific CX metrics and how you've tracked them). Portfolio Presentation Strategy:

• Structure is Key: For each case study, clearly define the problem (business context, user need), your role, the process (research, ideation, design, testing), the solution (artifacts), and the impact (metrics, outcomes).

• Focus on 'Why' and 'How': Don't just show what you designed; explain why you made certain decisions and how you arrived at them, referencing research and data.

• Be Ready for Deep Dives: Anticipate questions about specific design choices, research methods, or stakeholder interactions. Be prepared to elaborate on your thought process.

• Showcase Collaboration: If possible, highlight how your designs were shaped or validated through collaboration with engineers, operations, or product teams.

• Connect to Rockwell: Where possible, subtly connect your past experiences and design philosophy to Rockwell Automation's mission, industry, and potential challenges.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic, process-oriented approach to service design, with a strong emphasis on understanding and integrating business and operational realities. Your portfolio presentation is your primary tool for showcasing this.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the Rockwell Automation careers portal.

• Curate Your Portfolio: Select 2-3 key projects that best demonstrate your end-to-end service design process, your ability to work in complex enterprise environments, and your impact on customer experience and business outcomes. Ensure it includes examples of journey maps, service blueprints, research insights, and any relevant metrics.

• Tailor Your Resume: Highlight your experience in service design, customer experience, workshop facilitation, and specifically any experience within industrial, manufacturing, or B2B enterprise settings. Use keywords from the job description.

• Prepare Your Presentation: Practice walking through your selected portfolio case studies. Be ready to articulate your role, process, insights, solutions, and the measurable results achieved. Time yourself to ensure you can cover key points efficiently.

• Research Rockwell Automation: Understand their business, products, industry challenges, and their stated commitment to customer experience and digital transformation. Be prepared to discuss why you are a good fit for their culture and mission.

⚠️ 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.