Staff Service Designer

About the team:

At Apollo, product design is led by an accomplished team with decades of experience from some of the world’s most influential product organizations — including Atlassian, Google, PayPal, Intuit, Amazon, and Meta. Collectively, we’ve shaped and defined the experiences across category-defining SaaS tools, scaled global systems, and built high-performing teams that elevate the impact and culture of design across organizations.

Our vision is to build the most customer-obsessed, data-driven, and human-centered design organization in SaaS — one that integrates the power of AI to elevate Apollo’s product and set a new standard for go-to-market software design.

About the role:

Apollo is hiring a Staff Service Designer to define and scale how our end-to-end experiences come to life across products, systems, and teams. You’ll connect the dots between people, tools, and workflows to design cohesive services that help customers succeed and our teams operate more effectively.

This role blends deep design craft with strategic systems thinking. You’ll partner with product, engineering, operations, and research to shape how Apollo’s ecosystem works together, ensuring every touchpoint feels connected and intentional.

Responsibilities:

• Lead complex, cross-functional service initiatives that span product, operations, support, and business domains.
• Translate business strategy, metrics, and user insights into a cohesive service vision and roadmap.
• Cultivate stakeholder alignment through storytelling, facilitation, and shared artifacts such as blueprints, ecosystem maps, and journey maps.
• Build and maintain service blueprints, journey maps, ecosystem maps, and system diagrams to visualize and communicate service logic and handoffs.
• Establish success metrics and feedback loops to measure and refine the performance of service experiences.
• Lead change management around new service models and patterns, influencing adoption and operational readiness.
• Lead service-level research agendas including user interviews, ethnographic studies, and operational diagnostics.
• Synthesize insights into actionable service strategies and design opportunities.

Qualifications

• 8+ years of experience in UX or product design, with at least 3+ years focused on service or systems design.
• Strong systems thinking with the ability to understand dependencies, handoffs, and feedback loops across teams and products.
• Expertise with service design artifacts such as journey maps, blueprints, and system diagrams, and collaboration tools like Figma, FigJam, and Miro.
• Skilled in qualitative and quantitative research and the synthesis of insights into design strategy.
• Proven experience leading cross-functional initiatives that span digital and operational touchpoints.
• Excellent facilitation skills and the ability to lead workshops, design sprints, and alignment sessions.
• Strong visual communication and storytelling skills, able to translate complex systems into clear narratives.
• Ability to drive alignment and influence across organizational boundaries.
• Strong change management skills and the ability to gain buy-in for new processes or frameworks.
  
  

Bonus

• Experience in B2B SaaS or enterprise software.
• Familiarity with GTM, sales, or workflow systems.
• Exposure to AI-driven or automated service experiences.