Role description
Service Designer (Freelance - 1 month)
InsightLensCompany Overview
InsightLens is a strategic insights and operational evaluation division focused on helping organizations improve customer experience, operational workflows, service delivery, and performance across multi-location environments. We work on project-based engagements involving retail operations, banking environments, customer journey analysis, and operational transformation initiatives.
Position Overview
We are seeking a highly analytical and user-focused Service Designer to support a freelance project engagement. This role will focus on evaluating and improving customer and employee experiences across operational environments by mapping workflows, identifying friction points, and designing service improvements grounded in research and real-world operational insights.
The ideal candidate has experience working on complex service ecosystems, cross-functional processes, and customer journey optimization projects within industries such as banking, retail, hospitality, healthcare, or other multi-site operational environments.
Key Responsibilities
- Conduct service and workflow analysis across customer and employee touchpoints
- Develop customer journey maps, service blueprints, and operational process maps
- Identify operational inefficiencies, experience gaps, and workflow bottlenecks
- Translate research findings into actionable service improvement recommendations
- Collaborate with stakeholders to understand business goals and operational challenges
- Support experience audits, observational studies, and operational assessments
- Present insights, recommendations, and design thinking frameworks clearly to internal teams and clients
- Assist in developing scalable service models and operational improvement strategies
Qualifications
- Proven experience in Service Design, Customer Experience (CX), UX Research, or Design Strategy
- Strong understanding of human-centered design principles
- Experience creating:
- Service blueprints
- Journey maps
- Personas
- Process flows
- Experience frameworks
- Ability to analyze operational workflows and synthesize qualitative insights
- Strong communication and stakeholder presentation skills
- Comfortable working independently in a freelance/consulting environment
- Experience in banking, retail, hospitality, healthcare, or operational consulting is considered an asset
Preferred Skills
- Experience with tools such as Figma, Miro, FigJam, Lucidchart, or Adobe XD
- Background in operational improvement or process optimization
- Experience conducting interviews, workshops, or field observations
- Familiarity with multi-location service environments
Engagement Details
- Freelance / Contract
- Project-based engagement
- Remote flexibility available
- Duration may vary based on project scope
Job Types: Contract, Temporary
Application Question(s):
- How comfortable are you working independently in a freelance/consulting environment while managing stakeholder communication and project deliverables?
- Which Service Design tools and platforms have you used professionally?
Experience:
- Service Design: 2 years (Required)
Work Location: Remote