Ping Identity - Senior Service Design Lead
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Requirements
• Map day-in-the-life journeys for key personas (e.g., sellers, CSMs, support engineers) and design AI-first workflows, agents, and supporting processes that materially improve how work gets done. • day-in-the-life journeys • Act as a trusted partner to VP/ELT sponsors and functional leaders, helping them rethink how their functions operate while keeping them in the driver’s seat. • trusted partner to VP/ELT sponsors and functional leaders • You’ll report to the Director, Business Transformation and work as a core member of a cross‑functional AI pod alongside functional business owners, transformation project managers, digital product managers. • Translate design into executable plans: Break future-state journeys into phased roadmaps, epics, and experiments, partnering with Product Managers, Process/Enterprise Architects, project managers, and IS scrum teams. • Translate design into executable plans: • Facilitate alignment and governance: Run co-design workshops and working sessions, contribute to roadmap and Quarterly Planning forums, and ensure decisions show up as changes to priorities, backlogs, and plans. • Facilitate alignment and governance: • Anchor in metrics and value: Partner with business owners and AI & Data to define outcome metrics (e.g., cycle times, win rates, NRR, cost-to-serve, employee productivity), design experiments and pilots, and communicate impact in simple, compelling ways. • Anchor in metrics and value: • 7+ years in service design, experience strategy, or related roles (e.g., CX/EX design, design strategy, transformation consulting), ideally in B2B SaaS or similarly complex environments. • 7+ years • service design, experience strategy, or related roles • A portfolio of end-to-end service design work where you led discovery, journey mapping, and future-state design through to implemented change, with clear business outcomes (not just UX deliverables). • portfolio of end-to-end service design work • Deep experience with journey mapping, service blueprints, and process mapping, and the ability to connect these directly to roadmaps, epics, and change plans. • journey mapping, service blueprints, and process mapping • Demonstrated comfort designing for AI-enabled workflows (e.g., conversational agents, copilots, workflow automation, decision support) and collaborating with AI/ML, data, and platform teams. • AI-enabled workflows • Excellent facilitation and storytelling skills, from whiteboarding with frontline teams to framing options and trade-offs for VP/ELT-level stakeholders. • Proven ability to influence stakeholders — turning “we have a vision for how this should work” into joint problem-solving, while anchoring decisions in data, journeys, and outcomes. • influence stakeholders • You’ve been a core design or experience lead on top-down productivity or AI transformation efforts, with clear “North Star” targets and P&L expectations. • top-down productivity or AI transformation • You’ve designed or optimized services in domains like Sales, Customer Success, Support, Professional Services, or complex back-office flows (e.g., Quote-to-Cash, renewals, onboarding). • Sales, Customer Success, Support, Professional Services, or complex back-office flows • You're a natural people leader and have deep experience managing people and teams with a demonstrated ability to grow employees. • You have experience in organizational change management — helping shape role design, comms, training, and reinforcement plans so new ways of working actually stick. • organizational change management • You’re fluent with collaboration and design tools (e.g., Figma/Miro/Mural, Jira, Confluence, Salesforce or similar) and know how to make your work consumable by delivery teams. • $140,000 to $180,000
Responsibilities
• Lead experience and service design for executive-sponsored, top-down AI “lighthouse” transformations. • Lead service design for AI transformations: Own the experience strategy and service design for a set of top-down, function-level AI initiatives across value streams like Product Innovation, Buyer Journey, and Customer Journey. • Lead service design for AI transformations: • Map current journeys and define the North Star: Conduct interviews, shadowing, and workflow analysis to understand how work happens today, then co-create North Star journeys, service blueprints, and AI-enabled workflows with business and technology partners. • Map current journeys and define the North Star: • Shape the end-to-end program approach: Steward the overall sequencing from initial discovery and day-in-the-life research through options, detailed design, implementation, and value realization for each persona and function. • Shape the end-to-end program approach: • Right-size experience vs. process work: Help teams choose when to invest in deeper experience design versus going straight to process mapping and operational redesign — avoiding both over-engineering and under-design.
Benefits
• Generous PTO & Holiday Schedule • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations) • Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
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