Senior Service Designer, Okta

• Bachelor’s degree in Service Design, User Experience, Design Thinking, Business, or a related field
• 5+ years of experience in service design, UX design, or process improvement roles
• Proven experience creating service blueprints, journey maps, and process documentation
• Strong facilitation skills for workshops and collaborative design sessions
• Familiarity with digital content management systems (CMS) such as Adobe Experience Manager (AEM) is a strong plus
• Excellent problem-solving skills and ability to manage complexity
• Exceptional communication and presentation skills
• Proficiency with design and mapping tools (e.g., Miro, Figma, Adobe Creative Suite, Visio)
• Empathy: Deep understanding of user needs and pain points
• Collaboration: Ability to work cross-functionally and build strong relationships
• Innovation: Creative problem-solving and solution-oriented thinking
• Communication: Ability to clearly articulate complex ideas
• Adaptability: Comfortable working in a fast-paced and evolving environment

Desirable

• We are seeking a creative, strategic, and user-focused Service Designer to help shape the future of our digital content operations and self-service enablement on the Adobe Experience Manager (AEM) platform
• This role will be part of the Digital team within the Marketing organization reporting into the Senior Manager, Digital UX , and will play a pivotal role in our transformation journey to empower marketers across the business with self-service tools and workflows
• The Service Designer will be instrumental in designing seamless services and experiences for internal stakeholders—especially marketing teams and content authors—by producing service design blueprints, journey maps, and process improvements
• Our goal is to create scalable, user-centric systems that enable marketers to publish and manage content effectively, while ensuring consistency, quality, and governance across digital experiences
• The ideal candidate will collaborate closely with cross-functional teams to identify pain points, ideate innovative solutions, and implement scalable services that empower stakeholders to manage content effectively while adhering to governance standards
• Service Blueprinting: Develop and maintain detailed service design blueprints that map user journeys, touchpoints, pain points, and backend processes for digital content operations
• Journey Mapping: Create comprehensive user journey maps for different personas, highlighting service opportunities and areas for improvement
• Stakeholder Engagement: Collaborate with marketing teams, governance leads, IT, and content operations to co-design effective self-service workflows and support structures
• Prototyping: Develop and test low-fidelity prototypes for new processes, service enhancements, and platform features
• Process Optimization: Identify inefficiencies in existing content workflows and recommend improvements to streamline operations
• User Research: Conduct qualitative and quantitative research, including stakeholder interviews, workshops, and data analysis, to understand user needs and challenges
• Measurement & Analytics: Support the definition of KPIs and success metrics to track the effectiveness of service changes and user adoption
• Training & Communication: Support the creation of training materials and communication strategies to help onboard users to new services
• Governance Support: Partner with governance teams to ensure service designs align with content quality, compliance, and metadata standards