Senior Service Designer

Remote, Americas · Remote, Europe

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

Overview:

At GitLab, Service Design is a discipline within User Experience Research (UXR). Service Designers collaborate with Product teams and stakeholders in the business to design and optimize end-to-end experiences across products, ensuring users can successfully achieve their goals throughout their lifecycle with GitLab.

What you'll do:

  • Design and enhance end-to-end user experiences by identifying pain points, optimizing journeys, and ensuring consistency across touchpoints
  • Develop and implement service design frameworks for end-to-end journeys and the entire user lifecycle, considering complex personas and user segments
  • Collaborate with product, engineering, and business teams to align on service design solutions and drive execution
  • Leverage user research, stakeholder input, and operational data to validate and refine service improvements
  • Prototype, test, and iterate service concepts to enhance interactions, streamline processes, and improve service effectiveness
  • Support implementation and change management by working with operational teams on roadmaps and frameworks
  • Lead strategic service design initiatives, identifying opportunities for innovation and system-wide optimizations
  • Establish and evolve service design methodologies, ensuring consistency and scalability across the organization
  • Mentor UX team members, providing guidance on complex service design challenges and strategic thinking

What you'll bring:

  • System Thinking: Proven ability to design complex service ecosystems, identifying cross-product opportunities and holistic improvements
  • User Centricity: Expertise in developing and applying persona frameworks and user lifecycle strategies to drive service design decisions
  • Design Communication: Strong visualization and storytelling skills, using tools such as FigJam, Miro, or Figma to create service blueprints, wireframes, and mockups to align teams and leadership
  • Strategic Design: Ability to translate business goals and user insights into scalable service strategies, influencing decision-making at all levels
  • Collaborative Design and Implementation: Strong stakeholder engagement skills, experienced in leading workshops (both synchronous and asynchronous), and facilitating in depth discussion to drive cross-functional alignment
  • Product & Business Acumen: Capability to balance user needs, business priorities, and operational constraints while ensuring compliance and scalability
  • Change Management & Implementation: Experience in anticipating and addressing resistance to adoption in service changes
  • UX Research & Design Thinking: Proficiency in user research methods, including surveys, interviews, usability testing, and data analysis, to refine and validate service solutions
  • Influencing & Leadership: Advocate for service design best practices, shaping the discipline and fostering a culture of learning within the organization
  • Coaching & Mentoring: Skilled in coaching and mentoring, supporting the growth of UX professionals through feedback and knowledge sharing

How GitLab will support you

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Remote-EMEA

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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