Staff Service Designer

About This RoleAI processing…

Key Responsibilities

• 1
  Lead service design efforts across major initiatives, from current-state mapping to future-state modeling, aligning stakeholders on where to intervene and how
• 2
  Collaborate with product managers, experience designers, operations experts, engineers, researchers, support, and policy to design coherent, multi-touchpoint experiences
• 3
  Design and facilitate workshops and other rituals to align stakeholders and develop a shared understanding of service challenges and opportunities
• 4
  Produce service blueprints, journey maps, process models, and frameworks that connect platform capabilities and offline experience delivery
• 5
  Build relationships with field and support teams to understand how services are actually delivered and where design can improve clarity, reliability, and quality
• 6
  Influence strategic decisions by identifying how roles, policies, and business processes affect the end-to-end experience.
• 7
  Drive alignment and clarity in ambiguous spaces by zooming out to the system and helping teams prioritize with shared intent
• 8
  Contribute to evolving the craft of service design at Airbnb through practice excellence, collaboration, and evangelism.

Requirements

• Bachelor's degree or equivalent combination of education and progressive experience
• 10+ years of experience in service design or systems-oriented experience design
• Deep fluency in service design methods, including journey mapping, blueprinting, experience prototyping, ecosystem modeling, facilitation, and storyboarding
• Experience designing and scaling services that rely on both digital tools and offline delivery, including operational teams, physical spaces, and human interactions
• Expert-level collaboration skills and ability to build shared understanding across business functions with diverse goals and vocabulary
• Proven ability to define service models and capability requirements that span product, operations, and business teams
• Confident leading through ambiguity and working at varying levels of abstraction, from high-level service strategy to front-line delivery mechanics
• Excellent visual, verbal, and written communication skills; compelling storytelling and stakeholder engagement
• Experience with 0→1 service launches, or leading major service transformation efforts spanning multiple business functions

Perks & Benefits