Service Design Practice Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the standard for service design delivery quality across all projects.

• Ensure that the work is strategically robust, systemic, and assists clients in bridging gaps between stakeholder experiences and operational execution.

• Provide governance for delivery in collaboration with executive partners, engagement leaders, and senior practitioners.

• Identify potential delivery risks and implement corrective actions before issues escalate.

• Collaborate with practice leadership to enhance Harmonic’s service design methodology.

• Cultivate senior designers into confident consultants and partners at the executive level.

• Manage designers by embedding them in projects, exemplifying excellence, and creating opportunities for growth.

• Coach on communication, facilitation, and relationship-building skills for high-stakes client interactions.

• Enhance team capabilities in design and consulting.

• Engage directly with clients on complex service design projects.

• Mentor engagement leads and practitioners.

• Facilitate high-stakes workshops and alignment sessions.

• Steer clients towards systemic solutions.

• Establish relationships with director-level and above client stakeholders.

• Translate Harmonic’s value proposition into terminology that resonates with clients.

• Collaborate with Design Operations on resource allocation, project initiation, and staffing by identifying skill deficiencies, capacity limitations, and development prospects.

• Report directly to the CEO.

⛳️ Requirements

• Over 10 years of experience in design.

• At least 5 years in a leadership role within a consultancy, agency, or in-house setting.

• Proven track record in leading complex service design projects with Fortune 500 or similarly advanced clients.

• Extensive knowledge in implementing systemic change through service design.

• Expertise in service strategy, service blueprinting, journey mapping, co-creation, and systems thinking.

• Proficient in defining and modifying engagement strategies based on best practices, client requirements, and emerging evidence.

• Experience and a well-defined perspective on the role of AI in services and service design.

• Strong beliefs on how service design aids organizations in overcoming challenges.

• Ability to connect design outcomes with business metrics and client KPIs.

• Comfortable discussing project P&L, scope, and delivery risks.

• Skilled in conveying design value to executive audiences.

• Demonstrated excellence in facilitation, storytelling, writing, and presentation skills.

• Capability to transform complex systemic issues into engaging narratives for executives.

• Comfortable navigating ambiguity and guiding groups toward decision-making.

• Degree in Design, HCI, Social Sciences, Business, or equivalent professional experience.

• Willingness to travel 10–25% of the time.

🏝️ Benefits

• Comprehensive health, dental, and vision coverage.

• Performance-based bonuses.

• Opportunities for profit-sharing.

• 401(k) plan with a 5% company contribution regardless of employee contributions.

• Flexible work environment with no office mandate.

• Employee healthcare fully covered by the company.

• Dental and vision plans 99% covered for employees.

• Two-week studio closure at the year's end.

• Responsible Use Time Off policy offering flexibility from Day 1.

• Personal performance bonus ranging from 8–12% of base salary.

• Company performance bonus of 4–6% of base salary.