[Hiring] UX Generalist / Service Designer @HTC Global Services

Role Description

Help shape better customer and employee experiences by connecting the interactions people see with the systems, processes, policies, and data flows that support them. This role focuses on improving end-to-end services across the enterprise, uncovering opportunities that span multiple teams and products, and translating complex service ecosystems into clear strategies and actionable recommendations.

You will collaborate with cross-functional partners and senior leaders to:

• Map current experiences
• Facilitate alignment
• Explore future-state service models
• Use generative AI practically and responsibly to strengthen research, synthesis, and design workflows
• Contribute to building human-centered design capabilities across the organization

Qualifications

• Demonstrated service design expertise, including service blueprinting, journey mapping, frontstage and backstage analysis, and future-state modeling across the full service ecosystem
• A portfolio containing real service design artifacts and evidence of how the work aligned teams
• Systems thinking and horizontal problem-solving experience across multiple teams, products, or business units
• Strong mapping, visualization, and sensemaking skills
• Strategic storytelling and executive communication skills
• Experience facilitating workshops ranging from small working sessions to large groups of 50 or more participants
• Strong cross-functional collaboration skills
• Experience synthesizing large qualitative research data sets
• Ability to define success metrics
• Technical and architectural fluency
• Evidence of partnering with engineers or architects on artifacts involving systems, data, or integration layers
• Experience with opportunity framing, future-state and multi-year visioning, scenario planning, and prototyping
• Practical, responsible use of generative AI in research, synthesis, and artifact creation
• Specific examples demonstrating how AI changed or improved the design workflow
• Experience strengthening human-centered design practices through mentoring, training, playbooks, or design critiques
• Advanced proficiency in Figma and a digital whiteboarding tool such as Miro or Mural
• Working proficiency with AI tools such as Claude, ChatGPT, or Glean
• Ability to influence without authority, work comfortably with ambiguity, and communicate clearly and structurally
• A collaborative, low-ego working style and sound judgment in balancing speed with evidence quality

Requirements

• Experience in regulated industries, such as insurance, financial services, security, or similar environments
• Experience designing employee or workforce experiences in a large enterprise
• Experience founding, scaling, or standardizing a design strategy or design-thinking program
• A combination of consulting and in-house enterprise experience
• Experience teaching, designing courses, or publishing thought leadership on service design or AI in research
• Experience training large groups is a strong plus

Benefits

• Group Health (Medical, Dental, and Vision)
• Paid Time Off
• Paid Holidays
• 401(k) matching
• Group Life and Disability insurance
• Professional Development opportunities
• Wellness programs
• A variety of other perks

Company Description

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier.