Principal Service Designer – Product & Experience

About TEGNA

TEGNA Inc. (NYSE: TGNA) helps people thrive in their local communities by providing the trusted local news and services that matter most. With 64 television stations in 51 U.S. markets, TEGNA reaches more than 100 million people monthly across the web, mobile apps, streaming, and linear television. Together, we are building a sustainable future for local news.

We are seeking a visionary and strategic Principal Service Designer to lead the design and evolution of seamless, end-to-end service experiences across digital and physical touchpoints. In this role, you’ll shape the future of our services by aligning business goals with customer needs, orchestrating complex systems, and driving innovation across organizational silos.

Who you are

The Principal Service Designer is the nexus between consumer centered business strategy and enabling Digital Products at scale. In this position, you will serve as both a visionary and a hands-on integrator and leader across our complex organization while guiding diverse stakeholder groups. Your exceptional talents drive insights and strategy that help shape the future of media, community, and connection. Understanding people and their critical needs, you advocate for the best outcomes across business and product teams. You have a proven record of conceptualizing, designing and delivering elegant and intuitive systems and capabilities that directly impact the products, experiences, and platforms you are accountable for.  

Key Responsibilities:

• Service Strategy & Vision: Define and champion a user-centered service strategy that aligns with business objectives and delivers measurable value across the customer journey.
• System Design & Mapping: Lead the creation of service blueprints, journey maps, ecosystem diagrams, and operational workflows to visualize and improve user experiences and backend processes.
• Cross-Functional Leadership: Partner with stakeholders in product, engineering, content, marketing, and operations to align on holistic service solutions.
• User & Business Insights: Leverage user research, data analytics, and stakeholder input to identify pain points, opportunities, and unmet needs across channels.
• Prototyping & Testing: Facilitate rapid prototyping and validation of service concepts, including frontstage and backstage components, across digital and physical environments.
• Mentorship & Capability Building: Mentor designers and contribute to developing a service design culture and practice within the organization.
• Thought Leadership: Act as a strategic partner and advocate for service design across the organization. Present to executives and contribute to design standards and frameworks.
• Growth mindset: Demonstrates curiosity and growth mindset contributing to a product design environment that supports continuous learning and innovation
• Establish Standards and Guidelines: Create frameworks, toolkits, ways of working to influence and inform team process.
• Connect design solutions with business impact: Support teams in identifying insights and making design decisions that map to business targets and OKRs.

Requirements:

• 8–10 years of experience in service design, UX design, systems thinking, or related roles.
• Proven experience designing and delivering complex service ecosystems across digital and physical touchpoints.
• Deep knowledge of service design tools and frameworks (e.g., journey maps, service blueprints, ecosystem maps, value proposition canvases).
• Strong facilitation, communication, and stakeholder management skills.
• Ability to lead discovery, co-creation, and alignment workshops with cross-disciplinary teams.
• Experience navigating large organizations and influencing strategic decisions.

 Preferred Qualifications:

• Experience working in consumer-centric and complex domains (e.g. media, retail, hospitality, healthcare, finance).
• Expertise with design thinking, lean service creation, or business model innovation.
• Experience integrating service design with agile and product development processes

 Why Join Us?

• Shape the service experience for tens of millions of customers and employees.
• Influence business strategy at the highest levels.
• Collaborate with an interdisciplinary team passionate about design and impact.
• Competitive compensation, benefits, and career growth opportunities. #LI-MS1

Benefits: 

TEGNA offers comprehensive benefits designed to safeguard the physical, mental and financial health of our employees and their families. TEGNA offers two medical plan options for full and part-time employees through Blue Cross Blue Shield of Texas, as well as access to dental and eye care coverage; fertility, surrogacy and adoption assistance; disability and life insurance.

Our 401(k) program offers full, part-time and temporary employees the opportunity to contribute 1% - 80% of their pay on a pre-tax basis to TEGNA’s 401(k). Contributions made up to the first 4% of pay are eligible for a 100% match from the company and are 100% vested from day one.

Regardless of participation in TEGNA medical plans, ALL employees and their eligible family members receive nine free virtual doctor’s appointments with a physician through Teladoc, and 12 free annual therapy sessions with a licensed clinician through Spring Health.

TEGNA offers a generous Paid Time Off (PTO) benefit as well as nine paid holidays per year. 

* Some jobs are covered by a collective bargaining agreement and thus some or all of the benefits described herein may not apply. For example, some newsroom bargaining unit employees receive health and retirement benefits under plans administered by the union.

EEO statement:

TEGNA Inc. is a proud equal opportunity employer. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. We value and consider applications from all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law. TEGNA will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email askhr@tegna.com 

Recruiting Fraud Alert:

To all candidates: your personal information and online safety are important to us. Only TEGNA Recruiters or Hiring Managers will reach out to you regarding consideration of your application or background.  Communications with TEGNA employees will either come from a TEGNA email address with a domain of tegna.com or one of our affiliate station domains.  

Recruiters or Hiring Managers will never request payments, ask for financial account information or sensitive information such as social security numbers.