Senior Staff Service Designer
WFA Digital Insight
The shift towards AI-native design is transforming the service design landscape, with demand for specialists growing rapidly. As the remote job market continues to evolve, companies like Gusto are at the forefront, offering innovative opportunities for designers to build cohesive, tech-driven experiences. With the right skills, including expertise in AI-assisted workflows and human-centered design, candidates can thrive in this role. Before applying, it's essential to understand the company's AI-driven approach and the importance of collaboration in this position.
Job Description
About the Role
As a Senior Staff Service Designer at Gusto, you will be instrumental in crafting seamless, AI-enabled service experiences that cater to the needs of small businesses and their employees. Your primary focus will be on designing and improving complex customer journeys, ensuring that every touchpoint, from onboarding to escalation, is intuitive and supportive. This role is unique because it involves building with AI, not just around it, which means you will be working closely with cross-functional teams to prototype AI-assisted workflows that help teams anticipate and mitigate potential service issues.Gusto's mission to empower small businesses and their employees is at the heart of everything they do. The company handles payroll, health insurance, 401(k)s, and HR, allowing owners to focus on their craft and customers. With a strong presence in Denver, San Francisco, and New York, and a growing remote workforce, Gusto supports over 500,000 small businesses nationwide.
The design team at Gusto is a collaborative and creative group of over 80 individuals who are passionate about using design to make a real difference. They believe in building an AI-native design organization, where designers work closely with AI tools to prototype ideas quickly, gather customer feedback, and ship high-quality UX directly to customers.
What You Will Do
- Design and improve complex customer journeys, focusing on coherence, resilience, and understandability for both customers and internal teams.
- Collaborate with cross-functional teams, including product, engineering, and operations, to ensure seamless handoffs and well-designed service experiences.
- Develop and prototype AI-assisted workflows that help teams anticipate and mitigate potential service issues.
- Work closely with the design team to build an AI-native design organization, leveraging AI tools to enhance the design process.
- Participate in the development of journey measurements and escalation design to continuously improve service delivery.
- Engage with AI tools relevant to your role, growing your fluency as the technology evolves.
- Contribute to the design of onboarding processes, ensuring that customers have a smooth and supportive introduction to Gusto's services.
- Collaborate on the development of AI-enabled service delivery, focusing on making interactions more coherent and understandable for customers.
What We Are Looking For
- Experience in service design, with a focus on complex customer journeys and AI-enabled service experiences.
- Strong understanding of human-centered design principles and their application in creating intuitive and supportive service experiences.
- Ability to collaborate effectively with cross-functional teams, including product, engineering, and operations.
- Experience with AI-assisted workflows and design tools, with a willingness to learn and adapt to new technologies.
- Excellent communication and problem-solving skills, with the ability to articulate design decisions and rationale.
- Passion for Gusto's mission and a commitment to empowering small businesses and their employees.
- Ability to work in a fast-paced, dynamic environment, with a focus on continuous learning and improvement.
Nice to Have
- Experience with design tools such as Figma, Sketch, or Adobe Creative Cloud.
- Knowledge of journey mapping and service blueprinting techniques.
- Familiarity with AI and machine learning concepts, and their application in design.
- Experience working in a remote or distributed team environment.
- Certification in service design or a related field.
Benefits and Perks
- Competitive base pay and equity (RSUs), because everyone who helps build Gusto should share in its success.
- Comprehensive benefits package, including health insurance, 401(k), and paid time off.
- Opportunities for professional growth and development, including training and education programs.
- Flexible working hours and remote work options, allowing you to work from anywhere in the United States or Canada.
- Access to the latest design tools and technologies, including AI-assisted workflows and collaboration software.
- A dynamic and supportive work environment, with a team that cares deeply about Gusto's mission and values.
How to Stand Out
- Develop a portfolio that showcases your experience in service design, particularly in complex customer journeys and AI-enabled service experiences.
- Be prepared to discuss your experience with AI-assisted workflows and design tools, and how you have applied them in previous roles.
- Highlight your ability to collaborate effectively with cross-functional teams, and provide examples of successful projects you have worked on.
- Show a willingness to learn and adapt to new technologies, including AI and machine learning concepts.
- Research Gusto's mission and values, and be prepared to discuss how your skills and experience align with their goals.
- Prepare questions to ask during the interview, such as what a typical day looks like in this role, or how the company approaches professional development and growth.
- Be prepared to negotiate your salary and benefits package, and have a clear understanding of your worth and the market rate for this role.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.