Service Design - Sr Service Designer

📍 Job Overview

Job Title: Sr Service Designer

Company: Golden 1 Talent Acquisition Team

Location: Sacramento, California, United States

Job Type: Full-Time

Category: Service Design / User Experience / Operations Strategy

Date Posted: April 16, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and continuous improvement of member experiences across all credit union products and service delivery channels, focusing on human-centered design methodologies.

• Drive cultural change by propagating design thinking and service design practices throughout the organization.

• Partner with cross-functional teams to uncover key drivers of member friction through comprehensive research and analysis.

• Develop actionable insights and recommendations to deliver seamless, market-leading experiences across digital and other service touchpoints.

• Design and deliver frontend experiences and backend processes/workflows congruent with achieving strategic and operational goals.

📝 Enhancement Note: This role sits within the Digital Services department and reports to the Director of Service Design, indicating a strategic focus on enhancing member interactions through a structured design practice. The emphasis on "cultural change agent" and "propagating human-centered design methodologies" highlights the need for a proactive individual who can influence and educate stakeholders. The inclusion of "operations" and "process engineering" in the collaboration list suggests that process optimization and backend operations are critical components of the service design initiatives.

📈 Primary Responsibilities

• Establish and champion research and design principles, standards, and best practices for the Credit Union and its business partners.

• Support the development and implementation of service design strategies that align with business objectives and evolving member needs.

• Develop and maintain a centralized member research repository to consolidate insights and facilitate knowledge sharing.

• Utilize design thinking methodologies to create comprehensive member journey maps, meticulously identifying key touchpoints and opportunities for enhancement.

• Develop detailed service blueprints to visualize service processes, interactions, and underlying backend operations, ensuring seamless service experience delivery.

• Collaborate closely with product, channel, and operations leaders to strategically prioritize design activities and initiatives.

• Work in tandem with UX/UI, digital product management, digitalization, process engineering, member experience, IT, and operations teams to design and deliver congruent frontend experiences and backend processes/workflows.

• Employ prototyping and other testing techniques to rigorously examine, evaluate, and iterate upon design concepts.

• Discover and translate underserved and unmet member needs into feasible, desirable, and innovative design concepts, actively seeking input from key stakeholders throughout the entire process.

• Articulate tangible business outcomes derived from design recommendations, demonstrating the ROI of service design initiatives.

• Visualize complex service ecosystems and effectively translate design processes to diverse stakeholder groups, ensuring clarity and understanding.

• Effectively and persuasively convey ideas, insights, and recommendations in team discussions, stakeholder presentations, and various documentation.

• Partner with change management teams to ensure the successful implementation of service design improvements across the organization.

• Support the creation and continuous refinement of various financial wellbeing initiatives through thoughtful service design.

• Educate and influence the adoption of Design Thinking principles and practices across the organization.

• Act as a mentor and coach to other Service Designers as the team expands, fostering a collaborative and growth-oriented environment.

📝 Enhancement Note: The responsibilities clearly indicate a senior-level role that requires not only design execution but also strategic influence, process ownership, and team development. The emphasis on "backend operations" and "processes/workflows" alongside frontend experiences signifies that this role is deeply integrated with operational efficiency and GTM (Go-To-Market) enablement through service design.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction, or a closely related field. A Service Design certification from an accredited institution (e.g., IDEO) is highly preferred.

Experience: 5+ years of progressive experience in Service Design, Design Thinking, or related fields, with a proven track record of successfully designing and implementing seamless product and service experiences. Minimum of 3 years in project leadership and 2 years in people mentorship, with a passion for developing designer skillsets. Experience working cross-functionally with research and design teams (e.g., Marketing, Digital) is essential. Financial Services experience is a requirement.

Required Skills:

• Deep expertise in Service Design methodologies, including journey maps, service blueprints, jobs-to-be-done, stakeholder maps, and empathy mapping.

• Proven ability to scope, plan, and execute research activities (interviews, focus groups, usability testing) and synthesize feedback into actionable insights.

• Demonstrated experience in scoping, planning, and facilitating cross-functional Design Thinking workshops that result in new product and service experiences.

• Strong proficiency in design and prototyping tools such as Figma, Sketch, InVision, and Adobe Creative Suite.

• Excellent communication and presentation skills, with a confirmed ability to influence and build consensus across diverse stakeholder groups and leadership levels.

• Experience in project leadership, including the ability to manage multiple projects with competing deadlines.

• Demonstrated experience in people mentorship, with a passion for developing others' design skillsets.

• In-depth knowledge of process improvement and change management principles, methodologies, and tools.

Preferred Skills:

• Experience in the Financial Services industry, specifically within a credit union environment.

• Familiarity with CRM and operational workflow tools.

• Experience with Agile or Lean methodologies in a design context.

• A strong portfolio showcasing a range of Service Design projects, particularly those demonstrating impact in the financial sector.

📝 Enhancement Note: The requirement for financial services experience and the mention of "credit union" specifically indicates a need for domain knowledge. The emphasis on synthesizing research into actionable insights and influencing diverse internal partners suggests a strong business acumen is as crucial as design skills. The specific mention of tools like Figma, Sketch, and InVision points to the need for hands-on digital design proficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio that clearly showcases a range of Service Design projects, with a strong emphasis on successful implementation and tangible business outcomes.

• Case studies demonstrating the application of human-centered design and design thinking methodologies to solve complex member challenges.

• Examples of detailed service blueprints, member journey maps, and other visualizations that effectively communicate service ecosystems and user flows.

• Documentation of research methodologies employed, including user interviews, usability testing, and synthesis of findings into actionable insights.

• Prototypes or mockups demonstrating iterative design processes and the evolution of concepts based on feedback.

• Evidence of collaboration with cross-functional teams (e.g., IT, Operations, Product Management, Marketing) and how design solutions integrated with backend processes.

Process Documentation:

• Ability to document and visualize complex service processes and workflows using tools like service blueprints.

• Experience in creating and maintaining a centralized member research repository.

• Demonstration of how design processes were translated into actionable plans for implementation by cross-functional teams, including process engineering and digitalization.

• Examples of how design thinking workshops were facilitated and their outputs documented for prioritization and activation.

📝 Enhancement Note: For a Senior Service Designer role, the portfolio is paramount. It should not just display aesthetic design but demonstrate a strategic, process-oriented approach to problem-solving, with clear evidence of how the designer influenced business outcomes and collaborated with operational teams. The ability to visualize and document complex processes is a key differentiator.

💵 Compensation & Benefits

Salary Range: $113,500.00 - $130,000.00 Annually.

Benefits: While specific benefits are not detailed, typical comprehensive benefits packages for a financial institution of this nature often include:

• Health, Dental, and Vision Insurance

• Paid Time Off (PTO) and Holidays

• 401(k) Retirement Plan with Company Match

• Life and Disability Insurance

• Employee Assistance Program (EAP)

• Opportunities for Professional Development and Training

• Potential for Performance-Based Bonuses

• Employee Discounts on Credit Union Products and Services

Working Hours: 40 hours per week. This is designated as an Exempt position, meaning it is not eligible for overtime pay. The role is described as Hybrid, suggesting a mix of on-site and remote work, likely with specified days in the office.

📝 Enhancement Note: The provided salary range of $113,500 - $130,000 annually for a Senior Service Designer in Sacramento, CA, aligns with industry benchmarks for experienced design professionals in a hybrid work environment within the financial services sector. This range reflects the seniority, specialized skills, and required experience level. The designation as "Exempt" is standard for professional roles of this level.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Credit Union). Golden 1 Credit Union operates within a highly regulated industry focused on member-owned cooperatives, emphasizing member benefits and community service over profit maximization. This context often fosters a culture of trust, member advocacy, and long-term relationship building.

Company Size: The specific size is not detailed, but Golden 1 is a large credit union, implying a significant number of employees and a structured organizational hierarchy. This size suggests opportunities for impact but also necessitates navigating internal processes and collaborating across numerous departments.

Founded: Golden 1 Credit Union was founded in 1934, indicating a long-standing history and established presence in the financial services sector. This longevity suggests stability, deep-rooted member relationships, and a wealth of institutional knowledge.

Team Structure:

• The Service Design team is centralized within the Digital Services department, reporting to the Director of Service Design. This structure suggests a dedicated focus on design practice.

• The Senior Service Designer is an individual contributor role, expected to partner extensively with various cross-functional teams, including Process Engineering, UX/UI, Digital Product Management, Digitalization, Member Experience, Marketing, IT, and Operations.

Methodology:

• Human-Centered Design & Design Thinking: These are explicitly stated as the core methodologies to be utilized, emphasizing understanding member needs and iterative problem-solving.

• Research and Synthesis: A key aspect involves conducting primary and secondary research to uncover member friction points and translating these into actionable insights.

• Process Visualization: Service blueprints and journey maps are critical tools for understanding and improving end-to-end service delivery.

• Collaboration and Influence: The role requires close partnership with diverse teams to design and implement solutions, necessitating strong communication and consensus-building skills.

• Data-Driven Improvement: Articulating tangible business outcomes from design recommendations points to a focus on measurable impact and ROI.

Company Website: https://www.golden1.com/

📝 Enhancement Note: The emphasis on a "credit union" environment suggests a member-centric culture that might differ from traditional for-profit banks. The role's position within "Digital Services" and collaboration with "Operations" and "Process Engineering" highlights a strong link between design strategy and operational execution, crucial for GTM success.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior individual contributor role (Sr. Service Designer) within the Digital Services department. It signifies a mid-to-senior level of expertise in Service Design, requiring independent work, project leadership, and the ability to mentor others. The role is pivotal in driving strategic initiatives related to member experience and operational efficiency.

Reporting Structure: The role reports directly to the Director of Service Design. This provides a clear reporting line and access to leadership for strategic guidance and advocacy. Collaboration is expected across many departments, including Operations, IT, Marketing, and Product Management.

Operations Impact: The Senior Service Designer's impact is significant, focusing on enhancing member experience, reducing friction in service delivery, and improving operational efficiency through design. By translating member needs into actionable design concepts and collaborating on backend processes, this role directly influences member satisfaction, retention, and potentially revenue generation through improved service adoption and efficiency. The role also plays a part in the "Financial Wellbeing" initiatives, aligning with the credit union's mission.

Growth Opportunities:

• Leadership within Service Design: Potential to grow into a Lead Service Designer or Manager role as the team expands, taking on more strategic oversight and team management responsibilities.

• Specialization in Financial Services Design: Deepen expertise within the financial services sector, becoming a go-to expert for member experience within the credit union.

• Broader UX/Product Leadership: Transition into roles focused on UX strategy, digital product management, or broader member experience leadership within the organization.

• Cross-Functional Expertise: Develop deeper knowledge in areas like Process Engineering, Digitalization, and Operations through extensive collaboration, opening doors to roles that bridge design and business operations.

• Mentorship and Coaching: Hone leadership and coaching skills by mentoring junior designers, a valuable asset for future leadership roles.

📝 Enhancement Note: The "Sr." title and mentorship requirement suggest a clear path for growth, potentially into team lead or management positions. The explicit mention of "process engineering" and "operations" in collaboration points to a strong link between service design and operational excellence, which is a key aspect of GTM strategy and revenue enablement.

🌐 Work Environment

Office Type: Hybrid. The "#LI-Hybrid" tag indicates that this role is expected to blend remote work with time spent in the office. This arrangement offers flexibility while maintaining opportunities for in-person collaboration.

Office Location(s): Sacramento, California. This is the primary location for the role, suggesting that regular attendance at a Golden 1 Credit Union office in Sacramento will be required.

Workspace Context:

• Collaborative Environment: The role requires extensive collaboration with various internal teams (UX/UI, Digital Product Management, Process Engineering, IT, Operations, Marketing, Member Experience). This suggests a dynamic work environment where teamwork and communication are paramount.

• Design Tools and Technology: Access to standard design and prototyping tools (Figma, Sketch, InVision, Adobe) is expected, facilitating the creation of visual assets and interactive prototypes.

• Cross-functional Interaction: Opportunities to interact with diverse stakeholders across different departments will be frequent, fostering a broad understanding of the credit union's operations and strategic objectives.

Work Schedule: Standard 40-hour work week. As an Exempt position, flexibility in hours may be expected to meet project deadlines or facilitate cross-time zone collaborations, but the core expectation is a full-time commitment. The hybrid nature allows for some autonomy in managing work location on designated remote days.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, balancing flexibility with the need for in-person collaboration, which is crucial for design thinking workshops and cross-functional alignment on operational processes.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a recruiter screen to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A deeper dive into experience, methodology, and understanding of service design principles, particularly within a financial services context. Expect questions related to past projects and leadership/mentorship experience.

• Portfolio Review & Presentation: A critical stage where candidates will present their portfolio, showcasing key projects, methodologies, and outcomes. This is where you demonstrate your ability to articulate complex service designs and their impact on member experience and operations.

• Cross-functional Stakeholder Interviews: Interviews with representatives from departments like Operations, IT, Digital Product Management, or Member Experience to assess collaboration skills and understanding of their respective domains.

• Final Interview: Potentially with the Director of Service Design or other senior leadership to confirm fit and strategic alignment.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best represent your end-to-end service design process, problem-solving skills, and impact. Prioritize projects that demonstrate collaboration with operations, process improvement, and tangible business results.

• Tell a Story: For each project, clearly articulate the problem, your role, the methodologies used (Design Thinking, journey mapping, service blueprints), key insights derived from research, design solutions, testing/iteration, and measurable outcomes.

• Highlight Operations Integration: Specifically call out how your designs considered backend processes, operational feasibility, and cross-functional dependencies. Use service blueprints effectively here.

• Showcase Tools: Briefly demonstrate proficiency with core design tools (Figma, Sketch, etc.) and how they facilitated your design process.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your designs (e.g., reduction in member friction, increase in adoption rates, efficiency gains).

• Address Financial Services Context: If possible, include projects from the financial sector or highlight how you'd adapt your approach to this industry.

Challenge Preparation:

• Design Thinking Scenario: Be prepared for a hypothetical scenario where you might need to outline your approach to solving a member-facing problem within a credit union. Focus on your process: research, ideation, prototyping, testing, and implementation planning with operations.

• Process Optimization Discussion: Expect questions about how you identify and address operational friction points in service delivery.

• Stakeholder Management: Practice articulating how you would gain buy-in and collaborate with diverse teams, including those in operations and IT.

• Mentorship Approach: Prepare to discuss your philosophy and experience in mentoring junior designers.

📝 Enhancement Note: The portfolio review is the most crucial part of the application process for this role. Candidates must be prepared to articulate not just the design output but the strategic thinking, research rigor, and cross-functional collaboration that led to successful implementation, especially concerning operational workflows.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, InVision, Adobe Creative Suite (Photoshop, Illustrator, XD). Proficiency in at least one of these is expected.

• Service Design & Research: Tools for creating Journey Maps, Service Blueprints, Personas, Empathy Maps. This may include specialized software or advanced features within general design tools.

• Collaboration & Documentation: Tools for workshop facilitation, research repository management, and document creation (e.g., Miro, Mural, Confluence, Google Workspace).

Analytics & Reporting:

CRM & Automation:

• Experience with CRM systems (though not specified which) and an understanding of how service design impacts automated workflows and operational processes will be advantageous. The role requires collaboration with "process engineering" and "digitalization" teams, implying a need to understand system integrations and automated processes.

📝 Enhancement Note: The explicit mention of Figma, Sketch, and InVision indicates a need for hands-on proficiency in modern digital design and prototyping tools. The emphasis on collaboration with "process engineering" and "digitalization" suggests that an understanding of how design integrates with automation and backend systems is highly valued.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A core value in credit unions, driving all decisions and actions to benefit members. This translates to a focus on understanding and addressing member needs in all service designs.

• Collaboration & Partnership: The role's extensive cross-functional responsibilities underscore the importance of working effectively with diverse teams, fostering a spirit of shared ownership.

• Continuous Improvement: A commitment to refining processes and experiences through research, design iteration, and data-driven insights.

• Integrity & Trust: Essential in financial services, this implies a responsible and ethical approach to design and data handling.

• Efficiency & Effectiveness: While member-centric, there's also an implicit need to ensure services are delivered efficiently and effectively, aligning design with operational goals.

Collaboration Style:

• Proactive and Influential: The Senior Service Designer is expected to initiate collaborations, educate stakeholders on design thinking, and persuade others of the value of design recommendations.

• Cross-Functional Integration: A key aspect is seamlessly integrating design thinking into the workflows of teams like Operations, IT, and Product Management, ensuring alignment between frontend experiences and backend processes.

• Feedback-Oriented: The role involves iterative design, implying a culture where feedback from stakeholders and members is actively sought, incorporated, and used to refine solutions.

• Knowledge Sharing: As a mentor, the Senior Service Designer will contribute to building a culture of shared learning and best practices within the design community at Golden 1.

📝 Enhancement Note: The credit union environment likely fosters a collaborative and member-focused culture. The role's success hinges on its ability to foster strong partnerships and integrate design thinking into operational decision-making.

⚡ Challenges & Growth Opportunities

Challenges:

• Cultural Inertia: Introducing and embedding human-centered design and design thinking in an established financial institution can face resistance to change. Overcoming this requires strong influence and change management skills.

• Balancing Member Needs with Operational Constraints: Designing ideal member experiences while ensuring they are feasible and cost-effective within operational realities and regulatory requirements is a constant challenge.

• Quantifying Design Impact: Demonstrating ROI and tangible business outcomes for service design initiatives can be complex, requiring robust research and data analysis capabilities.

• Cross-Functional Alignment: Ensuring consistent execution of designed experiences across various departments (IT, Operations, Marketing, etc.) requires significant coordination and stakeholder management.

• Rapid Technological Evolution: Keeping pace with evolving digital technologies and member expectations in the financial services landscape.

Learning & Development Opportunities:

• Deepen Financial Services Expertise: Gain specialized knowledge in credit union operations, regulations, and member financial behaviors.

• Advanced Design Methodologies: Explore cutting-edge service design techniques, UX research, and strategic design frameworks.

• Leadership Development: Hone mentorship, coaching, and team leadership skills, preparing for potential management roles.

• Cross-Disciplinary Skill Acquisition: Develop a more profound understanding of process engineering, digital transformation, and operational management through close collaboration.

• Industry Conferences & Certifications: Opportunities to attend relevant design and financial services industry events to stay abreast of trends and network.

📝 Enhancement Note: The primary challenge will likely be driving organizational adoption of service design principles, requiring strong change management and communication skills. The growth opportunities are robust, offering a clear path for career advancement within both design and operational leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to identifying and prioritizing member friction points within a complex service ecosystem like a credit union." (Prepare to discuss your research methods, journey mapping, and how you'd involve operations.)

• "How would you design a new digital onboarding process for new credit union members, ensuring it's seamless across digital channels and backend operational fulfillment?" (Focus on your end-to-end process, collaboration with IT/Operations, and key touchpoints.)

• "Walk me through a time you had to influence stakeholders with differing priorities to adopt a new service design approach or recommendation." (Highlight your communication, persuasion, and consensus-building strategies.)

Company & Culture Questions:

• "What do you know about Golden 1 Credit Union and its mission? How would your service design approach align with serving its members?" (Research their values, community focus, and financial wellbeing initiatives.)

• "Describe your experience mentoring junior designers. What is your philosophy on developing design talent?" (Prepare examples of coaching, feedback, and skill development.)

Portfolio Presentation Strategy:

• Structure is Key: Begin with an overview of your role and the project's strategic context. Clearly define the problem statement and objectives.

• Show, Don't Just Tell: Use visuals extensively – journey maps, service blueprints, wireframes, prototypes, research findings. Explain your thought process behind each element.

• Emphasize Collaboration: Detail how you worked with cross-functional teams, especially operations, IT, and product. Highlight how you integrated backend processes into your design.

• Articulate Insights: Explain the 'why' behind your design decisions, linking them directly to user research and identified member needs.

• Quantify Outcomes: Conclude with the results. Use data and metrics to demonstrate the impact of your work on member experience and business goals. Practice presenting this concisely.

• Be Ready for Deep Dives: Anticipate questions about specific choices, challenges, and alternative solutions you considered.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of service design principles, strong collaboration skills with operational teams, and the ability to translate user needs into tangible business outcomes within the financial services context.

📌 Application Steps

To apply for this Sr. Service Designer position:

• Submit your application through the provided link on the Dayforce platform.

• Portfolio Customization: Tailor your resume and cover letter to highlight experience in service design, design thinking, user research, journey mapping, service blueprints, and cross-functional collaboration, especially with operations and IT.

• Portfolio Preparation: Ensure your portfolio is readily accessible and showcases 3-5 impactful projects. Focus on projects that demonstrate your ability to design end-to-end member experiences, integrate operational considerations, and deliver measurable business results. Be prepared to present your most relevant projects, detailing your process, insights, and outcomes.

• Interview Practice: Rehearse answers to common service design and behavioral questions, focusing on providing specific examples of your problem-solving, collaboration, and leadership skills. Practice articulating your process and impact clearly and concisely.

• Company Research: Thoroughly research Golden 1 Credit Union's mission, values, services, and recent initiatives, particularly in digital transformation and member experience. Understand their position in the financial services industry and how your role contributes to their strategic goals.

⚠️ 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.