Service Designer (40 hrs.) Main Library

📍 Job Overview

Job Title: Service Designer

Company: Columbus Metropolitan Library

Location: Columbus, OH, US

Job Type: Full Time

Category: Service Design / Operations Enhancement

Date Posted: 2026-06-18

Experience Level: 2-5 Years

Remote Status: On-site

🚀 Role Summary

• Leads collaborative projects within a strategic portfolio that enhance library services, programs, and policies through the application of service design.

• Champions innovative, human-centered design approaches by conducting research, facilitating workshops, and working closely with multidisciplinary teams to generate innovative solutions.

• Ensures effective project management, clear communication of findings, and continuous improvement by integrating best practices in service design.

• Fosters a culture of innovation and service within the library by promoting data-driven decision-making and user-centric process improvements.

📝 Enhancement Note: This role, while not directly in traditional Revenue or Sales Operations, is critical for GTM (Go-To-Market) strategy by focusing on the user experience and service delivery optimization. Service design principles are highly transferable to operations roles, focusing on process improvement, user journey mapping, and stakeholder collaboration to enhance service offerings, which directly impacts user satisfaction and operational efficiency. The emphasis on research, prototyping, and cross-functional collaboration aligns with the analytical and strategic thinking required in operations.

📈 Primary Responsibilities

• Lead and manage the planning and execution of collaborative projects and policies aimed at enhancing library services and programs through design thinking, user research, and prototyping.

• Conduct discovery and human-centered research (e.g., interviews, surveys, observations) to understand user pain points, needs, and experiences, identifying opportunities for improving library programs and services.

• Develop service design artifacts such as journey maps, personas, and service blueprints to visualize and communicate user experiences and opportunities for service delivery improvement.

• Facilitate workshops, brainstorming sessions, and meetings focused on service design, innovation, and process optimization, ensuring clear decision-making and action items.

• Collaborate with multidisciplinary teams to generate creative ideas and innovative approaches for addressing challenges faced by library users and staff, driving process innovation.

• Manage organized project documentation, track progress, milestones, and deliverables using project management tools and digital platforms to ensure scope and quality standards are met.

• Present findings, proposed solutions, and project outcomes to internal teams and stakeholders in a clear, compelling, and accessible manner, both verbally and in writing.

• Continuously learn about new service design methods and library best practices, applying this knowledge to improve team and organizational outcomes and operational efficiency.

• Travel to various locations within the library system, other library systems, vendors, and partners to conduct research and facilitate engagements.

• Perform additional duties in support of service design projects, including assisting with technology used in research and prototyping, and providing other support as needed.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on project management, cross-functional collaboration, and user-centric process improvement, all core competencies for operations professionals. The role requires translating research into actionable improvements, which is a key function in driving operational efficiency and optimizing service delivery.

🎓 Skills & Qualifications

Education:

• Bachelor's degree or equivalent experience required. Experience:

• 2-3 years of experience using and/or participating in service design methodologies, such as user research, journey mapping, prototyping, and testing, or equivalent skills and experience that demonstrate the ability to learn service design practices.

• Demonstrated experience managing multiple projects with dynamic timelines, utilizing appropriate discretion, judgment, and project management software (e.g., MS Project, SmartSheet, SharePoint). Required Skills:

• Service Design Methodologies: Proficient in applying principles of human-centered design, user research, journey mapping, persona development, and prototyping.

• Project Management: Proven ability to manage multiple projects, track milestones, and utilize project management software (e.g., MS Project, SmartSheet, SharePoint).

• Workshop Facilitation: Experience in planning and leading workshops, brainstorming sessions, and design thinking exercises.

• Cross-functional Collaboration: Ability to work effectively with diverse teams, foster rapport, and build relationships across organizational levels.

• User Research & Analysis: Skill in conducting user research (interviews, surveys, observations) and translating findings into actionable insights for service improvement.

• Communication & Presentation: Excellent verbal and written communication skills, with the ability to present complex ideas clearly and compellingly to various audiences.

• Problem-Solving & Innovation: Capacity for creative thinking and developing innovative solutions to enhance services and operations.

• Adaptability & Continuous Learning: Demonstrated commitment to continuous learning, innovation, and adapting to change.

• Microsoft Office Suite: Proficiency in standard office software (Word, Excel, PowerPoint, Outlook).

Preferred Skills:

• Familiarity with library operations, resources, and the unique needs of library users and staff.

• Experience with specific design or prototyping tools beyond standard office software.

• A valid driver's license and access to a personal vehicle for travel.

📝 Enhancement Note: The required skills strongly overlap with those needed in operations roles, particularly in areas like process optimization, user journey mapping (akin to customer or internal workflow mapping), and stakeholder management. The emphasis on translating research into actionable improvements is a direct parallel to how operations professionals leverage data to refine processes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Service Improvement: Demonstrations of past projects where service design methodologies were used to analyze, design, and improve a service or process, highlighting the user journey and resulting outcomes.

• User Research Examples: Samples of user research artifacts (e.g., interview summaries, survey analysis, observational notes) that showcase an understanding of user needs and pain points.

• Design Artifacts: Examples of journey maps, personas, service blueprints, or wireframes that effectively visualize user experiences and opportunities for enhancement.

• Project Management Documentation: Evidence of managing projects with clear timelines, deliverables, and stakeholder communication, potentially including project plans or reports.

Process Documentation:

• Showcase ability to document existing processes and propose optimized workflows based on research and design principles.

• Highlight experience in creating clear documentation for new service implementations or process changes.

• Demonstrate understanding of how to measure the impact of service design interventions on user satisfaction and operational efficiency.

📝 Enhancement Note: While the term "portfolio" is standard for design roles, for an operations professional, this translates to a "process improvement portfolio" or "project portfolio." Candidates should be prepared to showcase projects demonstrating their ability to analyze current states, design improved workflows, implement changes, and measure impact, using methodologies like Service Design, Lean, or Six Sigma.

💵 Compensation & Benefits

Salary Range: $60,486.40 - $81,161.60 annually (commensurate with experience)

Benefits:

• Robust benefits package supporting physical, mental, and financial well-being.

• Comprehensive medical, dental, and vision plans.

• Eligibility for Public Service Loan Forgiveness (PSLF).

• Access to mental health resources and Employee Assistance Programs (EAP).

• Generous paid time off (PTO) and leave options.

• Participation in the Ohio Public Employees Retirement System (OPERS).

• Additional investment and savings plans.

• Variety of voluntary and supplemental insurance plans. Working Hours:

• 8:00 AM - 5:00 PM, Monday - Friday (40 hours per week).

📝 Enhancement Note: The salary range is competitive for a role requiring specialized design and project management skills within a public service organization. The benefits package is comprehensive, with particular emphasis on public service loan forgiveness and retirement plans, which are significant draws for employees in the public sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Public Libraries / Government & Public Sector / Education

Company Size: Columbus Metropolitan Library is a large public library system, indicative of a significant organizational structure with numerous branches and departments. This implies a complex operational environment with diverse stakeholder needs and established processes.

Founded: (Information not provided, but as a metropolitan library, it has a long-standing history of serving the community.)

Team Structure:

• The Service Designer will likely be part of a team focused on innovation, strategy, or program development, reporting to a manager overseeing these functions.

• This role will require extensive collaboration with various departments, including IT, programming, outreach, marketing, and branch staff, acting as a bridge between user needs and operational execution.

• The structure encourages cross-functional project teams, allowing the Service Designer to influence a wide range of library services and operational processes. Methodology:

• Data-Driven Service Improvement: Emphasizes using user research and data analysis to inform decisions about service enhancements and operational changes.

• Human-Centered Design: Core to the role, ensuring that all improvements are designed with the end-user (community members and staff) in mind.

• Collaborative Project Management: Projects are managed through teamwork, clear communication, and defined project management practices.

• Continuous Improvement: A culture that values ongoing learning, adaptation, and refinement of services and operational procedures.

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

📝 Enhancement Note: The library's mission to serve the community through information and services provides a unique operational context. This role is about improving the delivery of these services, which directly impacts public perception, resource utilization, and operational efficiency. The focus on community needs is paramount.

📈 Career & Growth Analysis

Operations Career Level: This role sits at an intermediate level, requiring specialized skills in service design and project management. It's a pivotal position for driving operational improvements and strategic initiatives within the library system.

Reporting Structure: Likely reports to a Director or Manager of Innovation, Strategy, or a related department, with frequent interaction with various department heads and project teams.

Operations Impact: The Service Designer directly impacts operational efficiency by identifying and implementing user-centric improvements to services and processes. This can lead to increased user satisfaction, better resource allocation, and more effective program delivery, all of which contribute to the library's overall mission and operational effectiveness.

Growth Opportunities:

• Specialization: Deepen expertise in specific service design areas or library service domains.

• Leadership: Transition into roles managing larger innovation projects, leading design teams, or taking on broader operational strategy responsibilities.

• Cross-functional Advancement: Leverage service design skills to move into roles within related operational departments like program management, user experience research, or strategic planning.

• Professional Development: Opportunities for training, certifications in design thinking, project management, or areas relevant to library sciences and community engagement.

📝 Enhancement Note: For operations professionals, this role offers a pathway to leverage design thinking for process improvement. Growth can lead to roles focused on strategic operations, program management, or even leadership positions within a large public organization, emphasizing the transferable skills in analysis, planning, and execution.

🌐 Work Environment

Office Type: The role will primarily be based at the Main Library, a central hub for administrative and strategic functions. The environment is likely professional and collaborative, with access to meeting rooms and resources for design work.

Office Location(s): Main Library, Columbus, OH. The role also requires travel to various branch locations within the Columbus Metropolitan Library system, as well as external sites like vendors and partner organizations.

Workspace Context:

• Collaborative Spaces: Access to meeting rooms, project spaces, and potentially dedicated areas for design thinking activities and workshops.

• Technology Resources: Availability of computers, software, and potentially specialized tools for research, prototyping, and project management.

• Team Interaction: Frequent opportunities to collaborate with a diverse range of library staff, from frontline service providers to administrative leaders, fostering a rich exchange of ideas and operational insights.

Work Schedule: Standard business hours (8:00 AM - 5:00 PM, Monday - Friday) with potential for occasional adjustments to accommodate project needs or events, reflecting a structured yet flexible operational environment.

📝 Enhancement Note: The blend of on-site work at a central location with travel to various branches and external sites means the candidate must be comfortable with a dynamic work environment. This is typical of roles that aim to understand and improve operations across a distributed organization.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and application, focusing on experience with service design methodologies, project management, and relevant qualifications.

• First Interview: Likely a behavioral and situational interview with hiring managers or team leads to assess fit, communication style, and foundational skills. Preparation should focus on articulating past experiences using STAR method, with emphasis on project examples.

• Portfolio Review & Presentation: Candidates will likely be asked to present a portfolio showcasing their service design projects. This is a critical stage to demonstrate practical application of skills, problem-solving approaches, and ability to translate research into actionable improvements. Prepare 1-2 detailed case studies.

• Skills Assessment/Case Study: A potential exercise or case study might be given to assess practical problem-solving skills, design thinking application, and ability to work under simulated conditions.

• Final Interview: May involve meeting with senior leadership to discuss strategic alignment, long-term vision, and final cultural fit.

Portfolio Review Tips:

• Focus on Process & Impact: For each project, clearly outline the problem, your role, the methodologies used (research, design, prototyping), the challenges faced, your solutions, and the tangible outcomes or impact achieved. Quantify results where possible (e.g., improved efficiency, increased user satisfaction metrics).

• Showcase Collaboration: Highlight instances where you successfully collaborated with cross-functional teams, managed stakeholders, and facilitated workshops.

• Visualize User Journeys: Use journey maps, personas, and service blueprints effectively to illustrate user needs and your design process.

• Tailor to Library Context: If possible, frame your examples in a way that demonstrates relevance to a public service or library environment, even if your past experience was in a different industry.

• Be Prepared to Discuss: Anticipate questions about your design choices, how you handled difficult stakeholders, lessons learned, and how you would approach specific challenges within the library system.

Challenge Preparation:

• Familiarize yourself with common service design frameworks and user research techniques.

• Practice articulating complex processes and solutions in a concise and understandable manner.

• Be ready to discuss how you would approach improving a specific library service (e.g., a digital resource, a physical space, a community program).

📝 Enhancement Note: For operations candidates, emphasizing how service design principles can drive operational efficiency, improve internal workflows, and enhance user experience (whether internal or external) will be key. The portfolio should highlight a systematic approach to problem-solving and process improvement.

🛠 Tools & Technology Stack

Primary Tools:

• Project Management Software: Proficiency with tools like MS Project, SmartSheet, or SharePoint for tracking project timelines, deliverables, and documentation.

• Collaboration Platforms: Experience with tools that facilitate team communication and document sharing, such as Microsoft Teams, Slack, or similar platforms.

• Design & Prototyping Tools: While not explicitly listed, familiarity with tools commonly used in service design (e.g., Miro, Mural for whiteboarding; Figma, Adobe XD for wireframing/prototyping) would be advantageous.

• Microsoft Office Suite: Essential for presentations, documentation, and data analysis (Word, Excel, PowerPoint, Outlook).

Analytics & Reporting:

• Experience in analyzing data from user research, surveys, and usage statistics to inform design decisions.

• Ability to create reports and presentations that clearly communicate findings and recommendations. CRM & Automation:

• While not directly a CRM role, understanding how user data and service interactions are managed within a system can be beneficial. Awareness of how technology supports service delivery is important.

📝 Enhancement Note: For operations professionals, highlighting experience with project management tools, data analysis software (even if it's Excel for reporting), and collaboration platforms is crucial. The ability to leverage technology to improve service delivery and operational processes is a key aspect.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of the community and library patrons.

• Collaboration: Valuing teamwork, open communication, and shared problem-solving across departments.

• Innovation: Encouraging new ideas, experimentation, and the application of modern design thinking to improve services.

• Continuous Improvement: A mindset focused on ongoing learning, adaptation, and refining processes for greater effectiveness and efficiency.

• Equity & Inclusion: A dedication to serving all members of the community with respect and providing equitable access to resources.

Collaboration Style:

• Facilitative: The role requires guiding groups through design processes, encouraging participation, and ensuring constructive outcomes.

• Cross-functional Integration: Actively working with individuals from various departments to gather input, share insights, and co-create solutions.

• Feedback-Oriented: Openness to receiving and providing constructive feedback to continuously refine designs and processes.

• Transparent Communication: Maintaining clear and consistent communication about project progress, findings, and recommendations to all relevant stakeholders.

📝 Enhancement Note: The library's values of user-centricity, collaboration, and continuous improvement directly align with core operations principles. Success in this role will depend on the ability to foster a culture of innovation and actively engage with diverse stakeholders to drive operational excellence.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Needs: Harmonizing the needs of various user groups (patrons, staff, community partners) with organizational constraints and strategic goals.

• Driving Change in a Public Institution: Navigating established processes and fostering buy-in for new approaches within a large, public sector organization.

• Measuring Impact: Quantifying the success of service design initiatives and demonstrating ROI to secure continued support and resources.

• Resource Constraints: Working within budget and staffing limitations common in public service environments.

Learning & Development Opportunities:

• Formal Training: Opportunities to attend workshops or courses in advanced service design, user experience (UX) research, design thinking, and project management.

• Industry Conferences: Potential to attend library or design conferences to stay abreast of emerging trends and best practices.

• Mentorship: Learning from experienced professionals within the library system and potentially from external design or operations leaders.

• Project Exposure: Gaining hands-on experience with a wide array of library services, offering deep insights into public sector operations and community engagement.

📝 Enhancement Note: For operations professionals, these challenges are familiar territory. The ability to adapt, influence, and demonstrate value through data and improved processes is key. The growth opportunities are substantial, allowing for specialization or broader leadership roles within the public sector.

💡 Interview Preparation

Strategy Questions:

• "How would you approach understanding the needs of diverse library patrons for a new digital service?" (Focus on research methodology, user segmentation, and empathy.)

• "Describe a time you had to manage conflicting priorities or stakeholder demands on a project. How did you resolve it?" (Highlight project management skills, diplomacy, and negotiation.)

• "How do you ensure that your design solutions are feasible from an operational and technical standpoint?" (Discuss collaboration with IT, understanding resource constraints, and iterative prototyping.)

• "Walk us through a service design project from start to finish, focusing on the process, your contributions, and the outcomes." (Prepare a detailed case study for portfolio presentation.) Company & Culture Questions:

• "What interests you about working for the Columbus Metropolitan Library specifically?" (Research the library's mission, recent initiatives, and community impact.)

• "How do you foster a culture of innovation and continuous improvement within a team?" (Discuss your approach to encouraging new ideas and feedback.)

• "How would you handle resistance to change from staff members who are comfortable with existing processes?" (Focus on communication, empathy, and demonstrating benefits.) Portfolio Presentation Strategy:

• Structure: Organize your presentation logically: Project Goal -> Your Role -> Methodology (Research, Design, Testing) -> Key Findings -> Solutions/Designs -> Outcomes/Impact -> Lessons Learned.

• Visuals: Use clear, compelling visuals (journey maps, personas, prototypes) to illustrate your points.

• Focus on Process: Explain why you chose certain methodologies and how they led you to your solutions.

• Quantify Impact: Wherever possible, include metrics or qualitative data that demonstrate the success of your projects.

• Conciseness: Be mindful of time; focus on the most impactful aspects of your projects.

📝 Enhancement Note: Operations candidates should frame their answers and portfolio examples to emphasize how their work drives efficiency, improves user experience, and supports strategic organizational goals, mirroring the impact expected of a Service Designer.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the ADP WorkForce Now portal.

• Tailor Your Resume: Emphasize experience in project management, user research, process improvement, and cross-functional collaboration. Use keywords from the job description like "service design," "human-centered design," "user research," and "project management."

• Prepare Your Portfolio: Select 1-2 strong case studies that demonstrate your ability to apply service design principles to solve problems and improve services. Be ready to articulate your process, challenges, and outcomes.

• Research the Library: Familiarize yourself with the Columbus Metropolitan Library’s mission, services, strategic goals, and community impact. Understand their commitment to diversity and inclusion.

• Practice Your Presentation: Rehearse your portfolio presentation and prepare answers to common interview questions, focusing on articulating your experience and how it aligns with the library's needs.

⚠️ 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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