Senior Director, Service Design – AI Transformation

Role Overview

• Design and improve end to end customer journeys across digital, human, and operational channels, ensuring consistency and scalability across the service experience
• Create and evolve service blueprints, journey maps, and ecosystem maps to define how services operate today and establish a clear future state across teams and systems
• Conduct and synthesize user research, stakeholder interviews, and behavioral data to identify unmet needs, root causes, and high impact opportunities
• Identify inefficiencies in workflows, processes, and handoffs, and redesign services to reduce complexity, eliminate manual work, and lower cost to serve at scale
• Apply AI and automation strategies to streamline operations, increase efficiency, and deliver measurable cost reduction and productivity gains
• Identify, prioritize, and operationalize high value AI use cases that improve service delivery, decision making, and overall system performance
• Partner with Data Science, Engineering, Product, and Operations to integrate AI driven capabilities such as predictive insights, recommendations, and copilots into core services and workflows
• Lead cross functional alignment and decision making through workshops, working sessions, and executive level storytelling that drives clarity and action
• Translate insights into clear strategic recommendations, concepts, and prototypes, and drive them through testing, validation, and implementation
• Establish and drive adoption of service design frameworks and ways of working that enable teams to operate with a systems oriented and data informed mindset
• Define, track, and report on success metrics including adoption, efficiency, cost reduction, and service performance, ensuring accountability for outcomes
• Ensure alignment between user needs, business outcomes, and operational feasibility, balancing experience quality with financial and operational impact
• Support enterprise AI adoption by helping teams understand, adopt, and integrate AI capabilities into day to day workflows and decision making
• Drive continuous improvement by embedding experimentation, measurement, and iteration into how services are designed and operated

Requirements

• 10+ years of experience across service design, operations, product, or experience design with a focus on transforming complex systems
• Deep systems thinking and expertise in service blueprinting across complex, multi team environments
• Strong user research and insight synthesis capabilities, with the ability to connect qualitative and quantitative data into actionable opportunities
• Advanced facilitation and stakeholder alignment skills, including experience driving decisions with senior and executive level stakeholders
• Expertise in journey mapping, process design, and service level problem solving across digital and operational systems
• Strong AI literacy, including automation, machine learning use cases, and the ability to translate AI capabilities into real operational applications
• Strategic thinking and strong business acumen, with the ability to connect service design decisions to cost, efficiency, and business performance
• Prototyping and concept development skills, with a bias toward testing and validating ideas in real environments
• Data informed decision making, including defining metrics, measuring impact, and using insights to drive continuous improvement
• Experience operating in complex, cross functional environments and driving large scale transformation initiatives
• Ability to navigate ambiguity, influence without authority, and drive alignment across diverse stakeholders.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.