Service Designer

An employer is seeking a highly skilled Service Designer to join one of our largest national financial services clients. In this role you’ll join a growing team of about 15 individuals (1 service designer, 5 other UX researchers and 8 designers / capability owners). This client is currently working to reprioritize their 5 priority pillars, which are:
1. Ultra-High Net Worth
2. Banking & Lending
3. Advisor & Client Platforms
4. Foundations (Data Operations, Backend processes)
5. New Client Onboarding

In this role, you will flex across all priority pillars, with a primary focus on taking research to a deeper level of rigor and insight. You’ll partner closely with architects and business stakeholders to translate research into tangible, actionable outcomes. The work centers on uncovering and analyzing the complexity behind processes that customers and clients typically do not see.

For example, in a wire transfer, a client associate may initiate the transfer within an internal system, but from the client’s perspective, they can only see when the transfer was initiated and when the funds ultimately appear in their account—not what happens in between. When delays occur, this lack of visibility becomes a pain point. Through in depth research, this role seeks to uncover how the underlying process functions from one account to another and identify opportunities to provide clients with greater transparency and insight into that journey.

This role sits between UX Research and UX Design, translating early insights and findings into clear, actionable documentation - including service blueprints, workflow diagrams, user flows, and low to mid fidelity experience artifacts.

You will work closely with researchers, product teams, designers, and platform owners to define current-state processes and co-design future state journeys, especially for workflows powered by Salesforce, Pega Infinity, and internal client-facing digital applications.

Responsibilities:
Document current state and future state workflows, including cross-team dependencies, data flows, triggers, and system interactions.
• Create service design artifacts such as:
o Service Blueprints
o Process Maps
o User Flows
o Customer/Advisor Journey Maps
o Wireflows and UX documentation
• Align workflows across Salesforce, Pega Infinity, and internal client-facing tools.
• Work closely with UX Researchers to transform findings into structured artifacts that guide design and development.
• Synthesize qualitative and quantitative insights into actionable frameworks, problem statements, and design opportunities.
• Maintain consistent documentation standards and ensure alignment with product strategy.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• At least 5 years of experience working in Service Design, Process Mapping, UX Documentation, or UX Systems Design.
• Prior experience working for an enterprise client
• Prior experience with the following technologies: Figma, Miro (or a similar whiteboarding tool), Notion, Dove Tail, Hey Marvin
• Proven experience creating:
o Complex workflow diagrams
o Service blueprints
o Journey maps
o User flows
o System interaction diagrams
• Strong familiarity with Salesforce CRM workflows and data structures.
• Experience documenting or supporting workflows in Pega Infinity (case management, automation, rules-based workflow design).
• Understanding of digital UX/UI design principles and internal client-facing platform practices.
• Ability to work collaboratively and cross functionally with stakeholders and team members
• Ability to commute to the office in downtown Minneapolis 4 days/week

• Prior experience working within a highly regulated environment, such as financial services, banking or healthcare
• Experience supporting UHNW or advisor-driven service models.
• Knowledge of KYC/AML, onboarding flows, suitability workflows, lending processes, or compliance-heavy journeys.
• Proficiency in tools such as Miro, Figma, Lucidchart, Visio, or equivalent mapping and documentation tools.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.