Senior Service Design Lead

The Role

We’re hiring a Service Design Lead to join our Business Transformation Office (BTO). This role will be a key partner in how Ping redesigns work using AI — from first “day-in-the-life” research through to implemented workflows and measured impact.

 

In this role, you will:

 

• Lead experience and service design for executive-sponsored, top-down AI “lighthouse” transformations.
• Map day-in-the-life journeys for key personas (e.g., sellers, CSMs, support engineers) and design AI-first workflows, agents, and supporting processes that materially improve how work gets done.
• Act as a trusted partner to VP/ELT sponsors and functional leaders, helping them rethink how their functions operate while keeping them in the driver’s seat.

 

You’ll report to the Director, Business Transformation and work as a core member of a cross‑functional AI pod alongside functional business owners, transformation project managers, digital product managers.

 

What You’ll Do

• Lead service design for AI transformations: Own the experience strategy and service design for a set of top-down, function-level AI initiatives across value streams like Product Innovation, Buyer Journey, and Customer Journey.
• Map current journeys and define the North Star: Conduct interviews, shadowing, and workflow analysis to understand how work happens today, then co-create North Star journeys, service blueprints, and AI-enabled workflows with business and technology partners.
• Shape the end-to-end program approach: Steward the overall sequencing from initial discovery and day-in-the-life research through options, detailed design, implementation, and value realization for each persona and function.
• Right-size experience vs. process work: Help teams choose when to invest in deeper experience design versus going straight to process mapping and operational redesign — avoiding both over-engineering and under-design.
• Translate design into executable plans: Break future-state journeys into phased roadmaps, epics, and experiments, partnering with Product Managers, Process/Enterprise Architects, project managers, and IS scrum teams.
• Facilitate alignment and governance: Run co-design workshops and working sessions, contribute to roadmap and Quarterly Planning forums, and ensure decisions show up as changes to priorities, backlogs, and plans.
• Anchor in metrics and value: Partner with business owners and AI & Data to define outcome metrics (e.g., cycle times, win rates, NRR, cost-to-serve, employee productivity), design experiments and pilots, and communicate impact in simple, compelling ways.

 

What You’ll Bring

• 7+ years in service design, experience strategy, or related roles (e.g., CX/EX design, design strategy, transformation consulting), ideally in B2B SaaS or similarly complex environments.
• A portfolio of end-to-end service design work where you led discovery, journey mapping, and future-state design through to implemented change, with clear business outcomes (not just UX deliverables).
• Deep experience with journey mapping, service blueprints, and process mapping, and the ability to connect these directly to roadmaps, epics, and change plans.
• Demonstrated comfort designing for AI-enabled workflows (e.g., conversational agents, copilots, workflow automation, decision support) and collaborating with AI/ML, data, and platform teams.
• Excellent facilitation and storytelling skills, from whiteboarding with frontline teams to framing options and trade-offs for VP/ELT-level stakeholders.
• Proven ability to influence stakeholders — turning “we have a vision for how this should work” into joint problem-solving, while anchoring decisions in data, journeys, and outcomes.

 

You Have an Advantage If

• You’ve been a core design or experience lead on top-down productivity or AI transformation efforts, with clear “North Star” targets and P&L expectations.
• You’ve designed or optimized services in domains like Sales, Customer Success, Support, Professional Services, or complex back-office flows (e.g., Quote-to-Cash, renewals, onboarding).
• You're a natural people leader and have deep experience managing people and teams with a demonstrated ability to grow employees.
• You have experience in organizational change management — helping shape role design, comms, training, and reinforcement plans so new ways of working actually stick.
• You’re fluent with collaboration and design tools (e.g., Figma/Miro/Mural, Jira, Confluence, Salesforce or similar) and know how to make your work consumable by delivery teams.

Salary Range 

$140,000 to $180,000

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.