Senior Service Design Lead

About Ping Identity: At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. The Role We’re hiring a Service Design Lead to join our Business Transformation Office (BTO) . This role will be a key partner in how Ping redesigns work using AI — from first “day-in-the-life” research through to implemented workflows and measured impact. In this role, you will: Lead experience and service design for executive-sponsored, top-down AI “lighthouse” transformations. Map day-in-the-life journeys for key personas (e.g., sellers, CSMs, support engineers) and design AI-first workflows, agents, and supporting processes that materially improve how work gets done. Act as a trusted partner to VP/ELT sponsors and functional leaders , helping them rethink how their functions operate while keeping them in the driver’s seat. You’ll report to the Director, Business Transformation and work as a core member of a cross‑functional AI pod alongside functional business owners, transformation project managers, digital product managers. What You’ll Do Lead service design for AI transformations: Own the experience strategy and service design for a set of top-down, function-level AI initiatives across value streams like Product Innovation, Buyer Journey, and Customer Journey. Map current journeys and define the North Star: Conduct interviews, shadowing, and workflow analysis to understand how work happens today, then co-create North Star journeys, service blueprints, and AI-enabled workflows with business and technology partners. Shape the end-to-end program approach: Steward the overall sequencing from initial discovery and day-in-the-life research through options, detailed design, implementation, and value realization for each persona and function. Right-size experience vs. process work: Help teams choose when to invest in deeper experience design versus going straight to process mapping and operational redesign — avoiding both over-engineering and under-design. Translate design into executable plans: Break future-state journeys into phased roadmaps, epics, and experiments, partnering with Product Managers, Process/Enterprise Architects, project managers, and IS scrum teams. Facilitate alignment and governance: Run co-design workshops and working sessions, contribute to roadmap and Quarterly Planning forums, and ensure decisions show up as changes to priorities, backlogs, and plans. Anchor in metrics and value: Partner with business owners and AI Data to define outcome metrics (e.g., cycle times, win rates, NRR, cost-to-serve, employee productivity), design experiments and pilots, and communicate impact in simple, compelling ways. What You’ll Bring 7+ years in service design, experience strategy, or related roles (e.g., CX/EX design, design strategy, transformation consulting), ideally in B2B SaaS or similarly complex environments. A portfolio of en ... (truncated, view full listing at source)