Customer Experience (CX) Service Designer

Hybrid
(near ATL Airport)
| 40 hours/week | Freelance

We are seeking a
Customer Experience (CX) Service Designer
to help shape and optimize end-to-end customer experiences through service design, research, and strategic storytelling. This role will focus on understanding customer needs, mapping service journeys, identifying opportunities for improvement, and designing customer-centric solutions that drive measurable business impact.

The ideal candidate combines strong service design expertise with the ability to transform complex insights, data, and CX strategies into compelling executive-level presentations. You will partner closely with cross-functional stakeholders to create seamless experiences while bringing clarity and alignment through exceptional visual communication.

Key Responsibilities

Service Design & Customer Experience

• Lead service design initiatives from discovery through implementation.
• Conduct qualitative and quantitative research to uncover customer needs, pain points, and opportunities.
• Develop customer journey maps, service blueprints, personas, and other design artifacts to communicate insights and recommendations.
• Partner with cross-functional teams across digital, operational, and business functions to design and deliver improved customer experiences.
• Prototype and test new service concepts, incorporating feedback to refine solutions.
• Champion human-centered design principles and service design best practices across the organization.
• Track and measure the effectiveness of service design initiatives and recommend continuous improvements.

Customer Research & Insights

• Develop and execute customer experience strategies informed by research and data.
• Analyze CX metrics, including Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT), to identify trends, pain points, and opportunities for enhancement.
• Translate research findings into actionable recommendations that support business objectives.

Executive Storytelling & Presentation Design

• Create visually engaging, executive-level PowerPoint presentations that clearly communicate insights, strategies, and recommendations.
• Transform complex data and information into concise, compelling narratives.
• Apply strong visual design principles, information hierarchy, and storytelling techniques to drive stakeholder engagement.
• Ensure all presentations align with brand standards and are optimized for various delivery formats, including in-person, virtual, and digital presentations.

Stakeholder Management & Project Execution

• Collaborate with internal teams and key stakeholders to understand objectives and project requirements.
• Incorporate stakeholder feedback and make revisions as needed to ensure deliverables meet expectations.
• Manage multiple projects simultaneously while maintaining quality and meeting deadlines.
• Serve as a strategic advisor on messaging, narrative structure, and communication effectiveness.

Qualifications

Required

• Bachelor's degree in Service Design, Human-Centered Design, UX, Business, or a related field.
• 3+ years of experience in Service Design, Customer Experience, UX, or a related discipline.
• Demonstrated portfolio showcasing service design methodology, project outcomes, and presentation/visual design capabilities.
• Proficiency with PowerPoint, Miro, Figma, Adobe Creative Suite, and/or similar design and collaboration tools.
• Strong analytical, organizational, and problem-solving skills.
• Exceptional written and verbal communication skills.
• Ability to synthesize complex information into clear, actionable insights and presentations.

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data. This position is onsite and requires you to work closely with other individuals in a collaborative team environment.

Benefits

Creative Circle's Freelance Employee benefits package includes eligibility for Minimum Essential Coverage (MEC) medical plan, dental/vision/term life package, discount prescription program, critical illness, accident, tele-behavioral health, and 401(k) plan. Sick leave is provided to Candidates whose assignment work location is in a state or city subject to sick leave laws. A Minimum Value (MV) PPO medical plan, Employee Stock Purchase Plan, and paid holiday eligibility are based on length and dates of service. Additionally, candidates with this client in particular can earn 1 week of PTO and paid holidays

Email Your Resume In Word To
Mallory.Orr@jobalert.creativecircle.com

Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply.

Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : MO12-1993940L697 -- in the email subject line for your application to be considered.

Mallory Orr - Recruitment Strategist

For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa such as a H-1B, TN, or O visa. We do not support or provide training for STEM/OPT programs. Additionally, you must be physically located in and perform the work for our client in the United States. This is a new role.

Everforth Creative Circle is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results. Everforth Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. If you need a reasonable accommodation in the application process, please contact your Recruiter (the person you'll be interviewing with) or a member of our Human Resources team to make arrangements. Anthem / Blue Cross Blue Shield creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Creative Circle.

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