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Director, Service Design – Research
Location
California + 1 moreAll locations: California | Tennessee
Posted
70 days ago
Salary
0
Seniority
Lead
Job Description
Director, Service Design – Research
Asurion
• Design a Category-Defining Service Architecture • Create canonical service blueprints and operating principles that unify Product, Engineering, Platform, Data, and Operations. • Design the orchestration model connecting customers, experts, AI agents, and partner ecosystems. • Define responsibility boundaries between AI and human experts across service journeys. • Design intelligent workflows that increase speed and consistency while protecting judgment and empathy. • Lead early-stage service and product discovery across 0 to 1 initiatives. • Recruit and develop exceptional service designers and researchers. • Influence senior executives and cross-functional leaders through clarity and principled tradeoffs.
Job Requirements
- 12+ years of experience in service design, experience architecture, product strategy, or systems design within complex, multi-channel ecosystems.
- Experience leading multidisciplinary design and research teams.
- Proven ownership of end-to-end service outcomes across digital, human, and AI-enabled environments.
- Demonstrated success designing scalable service systems within large technology or platform organizations.
- Strong executive communication skills and ability to influence senior cross-functional stakeholders.
- Experience embedding AI, automation, and decision intelligence into real-world service workflows.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Employee discounts
- Wellness programs
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