Lead Service Design Job at Ontrac Solutions, LLC, Remote

  • Ontrac Solutions, LLC
  • Remote

Job Description

The Service Design team at Walgreens designs impactful end-to-end experiences for our customers and our team members, while guiding the business to achieve their desired outcomes. We work across both digital and physical channels to reimagine Walgreens as a convenient health and wellness destination. We collaborate with research, design, product, technology, and business teams on customer-facing mobile and web experiences, new store formats, new care delivery models, operational workflows, marketing, team member training, and other initiatives.

As a Lead Service Designer, you will be responsible for leading complex service design engagements. You will champion design thinking methodologies to guide teams through the process of framing the problem, discovering user insights, ideating, prototyping, evaluating, and iterating. You will drive consensus, vision, and execution while creating journey maps, service blueprints, ecosystem maps, prototypes, and other deliverables. You will be adept at presenting and socializing service visions in clear, concise, and engaging ways to drive business and product strategies. A key responsibility will be leading ideation and alignment workshops with cross-functional teams. As we continue to grow our practice, you'll explore and define new methods and best practices.

Success in this role comes from being a natural collaborator and relationship-builder who is comfortable both in the field and in the boardroom. We need a systems-level thinker with deep expertise in service design processes and tools—someone who proactively connects the dots across people, products, and teams. You should be a curious individual who excels in ambiguous situations and enjoys redefining how we create value for our customers, our team members, and our business.


  • Guide product, research, design, technology, and business teams through complex service design processes, applying a diverse toolkit of human-centered design methodologies.
  • Serve as a trusted advisor and develop positive long-term relationships by understanding stakeholder needs and balancing conflicting interests.
  • Design and facilitate workshops to align and ideate with cross-functional teams.
  • Champion user-centered research and support research partners to uncover user pain points and opportunities. Translate insights into exceptional, end-to-end service experiences.
  • Navigate shifting priorities to provide clear direction and input on product definition, tying efforts to broader organizational goals.
  • Inform the roadmaps for teams to achieve recommended service experiences. Understand technical constraints and tie recommendations to business value.
  • Own deliverables across the entire service design engagement—including journey maps, service blueprints, ecosystem maps, and service prototypes to explore and evaluate concepts.
  • Clearly communicate visions and concepts, helping stakeholders at all levels to understand and buy into recommendations.
  • Mentor junior-level practitioners.
  • Explore and define new service design best practices, tools, and methods for Walgreens.


  • Bachelor's degree and at least 8 years of experience leading service design, design research, and/or design strategy projects OR a High School Diploma/GED and at least 10 years of experience leading service design, design research, and/or design strategy projects.
  • Experience owning the end-to-end process for complex service design engagements including design research, prototyping, journey mapping, and creating service blueprints.
  • Experience influencing business and product strategy and empowering cross-functional teams including research, design, product, technology, engineering, and business partners.
  • Strong facilitation skills and experience planning and leading cross-functional work sessions and engaging with senior leaders.
  • Experience with Figma, Miro, Mural, or similar design tools.

Preferred Qualifications:

  • Master's degree in Service Design, Product Design, Interaction Design, Human Factors, User Interface Design, Psychology, or related field
  • Experience in adjacent design fields such as user experience design or product design
  • Experience in a design consultancy and/or within a larger company
  • Experience in the healthcare and/or retail industries

Job Tags

Remote job, Contract work, Shift work,

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