Senior Service Designer Job at Apollo.io

Senior Service Designer

Apollo.io

Location:
United States

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

182000.00 - 230000.00 USD / Year

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Job Description:

Apollo is hiring a Senior Service Designer to help operationalize and scale our end-to-end customer journeys across products, systems, and teams. This role focuses on making journeys real in day-to-day product development. You’ll work closely with a Staff Service Designer and the Journey Management Tiger Team to maintain living journey maps, run journey-based working groups, and embed service thinking into how squads plan, design, and deliver. This is a highly collaborative, hands-on role for someone who thrives at the intersection of design, operations, and cross-functional facilitation.

Job Responsibility:

Maintain and evolve living journey maps and service blueprints, ensuring they reflect real product delivery, customer insights, and business priorities
Facilitate journey-based working groups to align cross-functional teams on shared outcomes, dependencies, and end-to-end customer success
Partner with product squads on high-impact initiatives to frame problems through a journey lens and identify moments that matter
Surface and document cross-squad dependencies, handoffs, and risks, helping teams address them earlier in the delivery process
Connect qualitative and quantitative insights to journey artifacts, keeping journeys grounded in real customer and usage signals
Support adoption of journey-first ways of working by creating lightweight templates, playbooks, and guidance for teams
Collaborate with the Journey Management Tiger Team and Design System partners to ensure journey insights inform shared patterns, guardrails, and system evolution
Track journey health over time and contribute to quarterly reviews that highlight progress, gaps, and opportunities for improvement

Requirements:

6–8+ years of experience in UX, product, or service design
2+ years focused on service design, systems thinking, or journey-level work
Strong hands-on experience creating and maintaining journey maps, service blueprints, and ecosystem diagrams
Demonstrated ability to operate within complex, cross-functional environments, coordinating across product, design, engineering, research, and operations
Experience facilitating workshops, working groups, and alignment sessions with diverse stakeholders
Comfort embedding with product teams and influencing outcomes without direct ownership
Strong synthesis skills—able to connect research, metrics, and delivery insights into clear journey-level narratives
Excellent visual communication skills and fluency with tools like Figma, FigJam, Miro, or similar
Pragmatic mindset: able to balance rigor with speed and adapt artifacts to real delivery constraints
Clear communicator with the ability to build trust and momentum across teams

Nice to have:

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

What we offer:

equity
company bonus or sales commissions/bonuses
401(k) plan
at least 10 paid holidays per year, flex PTO, and parental leave
employee assistance program and wellbeing benefits
global travel coverage
life/AD&D/STD/LTD insurance
FSA/HSA and medical, dental, and vision benefits

Additional Information:

Job Posted:
February 17, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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