Job Description

Job Description

Optomi, in partnership with an enterprise retailer, is seeking a Senior Service Designer to join the Experience Design team and embed directly with one of our agile scrum teams focused on Order & Fulfillment experiences. In this senior-level role, you’ll lead discovery and service design efforts across complex workflows involving payments, tax systems, and internal finance tools.

You’ll work alongside product managers, engineers, and internal finance stakeholders to uncover and clarify current-state workflows, reduce manual pain points, and co-create a future-state ecosystem that is scalable, efficient, and clearly communicated—especially at the executive level.

This is a highly collaborative and strategic role that will require a systems thinker who can zoom in and out—from journey maps and ecosystem flows to executive presentations that tell a clear, compelling story.

Key Responsibilities

• Lead current-state discovery efforts across workflows including payments, reconciliation, invoicing, and finance operations.
• Conduct service design activities such as stakeholder interviews, service blueprints, customer journey maps, and ecosystem mapping.
• Synthesize research and translate complex systems into simple, executive-facing visual narratives to drive alignment and prioritization.
• Collaborate cross-functionally with product, engineering, finance, and operations teams to understand the interaction between tools, teams, and customers.
• Identify data gaps, mapping inconsistencies, and opportunities to streamline manual workflows through tooling or process redesign.
• Partner with finance and technical teams to explore tax system logic and interface improvements.
• Facilitate design thinking workshops and contribute to an ongoing culture of user-centered thinking within scrum teams.
• Help validate and evolve early foundational work done in this space, bringing clarity, strategic flow design, and holistic visibility to the work.

Who You Are

• A seasoned service/experience designer with at least 5–7 years of experience designing for complex systems, ideally including enterprise tools or financial/operations platforms.
• Adept at mapping and visualizing the invisible—translating backend workflows and data systems into intuitive, easy-to-understand narratives.
• Comfortable with ambiguity and discovery work—able to start with rough direction and uncover clarity through user research and strategic design.
• Skilled at engaging with executive stakeholders, simplifying complexity, and facilitating alignment across cross-functional teams.
• Familiar with finance, payments, tax systems, or similarly data-heavy, logic-driven environments (industry background is flexible).
• Proficient in service blueprinting, ecosystem mapping, design thinking, journey mapping, and complex data visualizations.
• Comfortable working embedded in agile/scrum teams and collaborating across disciplines.

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