[Hiring] Service Design and Delivery Lead @RTX

Role Description

The Enterprise Service Designer orchestrates cross-functional teams to design scalable, end-to-end enterprise services that deliver exceptional customer experiences and business value. By applying systems thinking and service design principles, this role facilitates the development of customer journeys, wing-to-wing value streams, service blueprints, workflows, and service roadmaps, aligning business, process, technology, and customer experience stakeholders to create standardized, digitally enabled service solutions.

Core Responsibilities

• Orchestrate cross-functional teams to design end-to-end enterprise services.
• Facilitate the creation of wing-to-wing value streams and future-state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Qualifications

• Bachelor’s degree in business, Engineering, IT, Design, or related field with 12+ years in enterprise service design, digital transformation, customer experience, or process design.
• Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models.
• Proven ability to orchestrate cross-functional teams and influence senior stakeholders.
• Experience driving standardization, digitization, automation, and AI-enabled services.
• Strong skills in road mapping, facilitation, stakeholder alignment, and executive communication.
• Experience with ServiceNow, ITIL, Agile, or enterprise service management preferred.

Requirements

• U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems.
• Security Clearance Type: None/Not Required.
• Security Clearance Status: Not Required.

Benefits

• Robust total rewards package with compensation.
• Healthcare, wellness, retirement, and work/life benefits.
• Career development and recognition programs.
• Parental (including paternal) leave.
• Flexible work schedules.
• Achievement awards.
• Educational assistance.
• Child/adult backup care.