Director, Service Design

🔥 8 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kyndryl

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2021

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Kyndryl is a leading IT infrastructure services provider, serving thousands of enterprise customers worldwide. The company specializes in designing, building, managing, and modernizing complex, mission-critical information systems. Kyndryl offers a range of services including IT consulting, cloud services, cybersecurity, data and AI solutions, and digital workplace transformation. With a strong focus on innovation, partnerships, and co-creation, Kyndryl helps businesses tackle IT complexity and drive operational excellence. The company operates across various industries such as automotive, healthcare, banking, and more, providing expertise and solutions to address industry-specific challenges. Kyndryl's global network and strategic alliances empower enterprises to adapt to the evolving technology landscape, ensuring their essential systems are reliable and efficient.

📋 Description

• Map current-state and future-state services using service blueprints, journey maps, and ecosystem diagrams • Lead discovery activities and workshops to understand customer needs, operational constraints, and service performance gaps • Translate research insights into service concepts, principles, and design recommendations • Co-create solutions with cross-functional design, technology, delivery, and operations teams • Define service requirements connecting experience design with process, policy, and technology changes • Test and refine service concepts through pilots, prototypes, and feedback loops • Support handoff to operational teams with documentation, success measures, and implementation guidance • Measure service outcomes and identify opportunities for continuous improvement

🎯 Requirements

• Experience in service design, experience design, or a closely related discipline • Proven experience creating service blueprints, journey maps, and system-level design artifacts • Experience conducting and synthesizing qualitative research • Experience working with large customer groups and event hosting • Experience with hospitality, facilities, and corporate real estate services • Experience working with cross-functional teams across design, technology, and operations • Practical experience supporting implementation of new systems and processes in distributed environments with multiple senior executive stakeholders • Strong ability to document decisions, assumptions, and outcomes in a structured way • Preferred: experience designing services in large, complex, or enterprise environments • Preferred: familiarity with IT-enabled or technology-supported services • Preferred: experience working alongside UX, research, and business strategy roles • Preferred: background in human-centered design or systems thinking methodologies • Preferred: formal education or certification in service design, design strategy, or related fields

🏖️ Benefits

• Discretionary annual bonus program based on performance • Medical and dental coverage • Disability benefits • Retirement benefits • Paid leave • Paid time off • Be Well programs supporting financial, mental, physical, and social health • Personalized development goals and continuous feedback • Learning opportunities and certifications with Microsoft, Google, and Amazon • Coaching and hands-on experiences • Flexible, supportive, hybrid-friendly culture