Director, Service Design – Research
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Job Description
Director of Service Design & Research overseeing service design and research initiatives at Asurion. Leading a team to enhance customer experience through innovative service architecture and AI integration.
Responsibilities:
- 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.
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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