THE ROLE AND RESPONSIBILITIES

We are looking for a Senior Lead Service Designer to join our Design Discipline in New York. As a Senior Lead Service Designer, you will address challenges that require operational expertise, user empathy, and a systems mindset. You will concentrate on customer and employee experiences, mapping service ecosystems, identifying inefficiencies, and creating solutions that align both business and user needs.

This role frequently involves collaborating with the Customer First Concept Lab, a design and innovation accelerator, as well as with multidisciplinary teams, including technologists and other designers. You will work across industries to develop scalable, practical service models.

In this role, you will also contribute to the evolution of the Design Discipline by refining service design methods, tools, and systems, setting the standard for design excellence across the organization.

As a Senior Lead Service Designer, you will:

Create blueprints, user journeys, and process diagrams to identify inefficiencies and opportunities across the service chain.Ensure solutions balance customer satisfaction, employee workflows, and operational efficiency.Develop storyboards, low- to mid-fidelity prototypes, and testing scenarios to refine workflows.Lead collaborative sessions to uncover insights, align priorities, and co-create actionable solutions.Collaborate with industry experts, technologists, and designers to ensure practical and scalable solutions.Guide the transition from concept to execution, ensuring smooth delivery and measurable outcomes.Adapt your approach to meet the unique challenges of different sectors, including healthcare, travel, and finance.

WHAT YOU BRING

5-8+ years in service design or related fields, with a strong portfolio.Advanced proficiency in tools like Miro, Figma, or LucidchartAn understanding of systems thinking and process improvement methodologies with an ability to identify inefficiencies and propose scalable solutions.A focus on designing services that prioritize user needs while ensuring operational feasibility and business viability.Experience leading team members and projects to successful resolution.Proven success presenting design work, aligning stakeholders, and managing feedback.Experience working with diverse groups, including business leaders, employees, and end users.Exceptional ability to craft narratives that resonate with all stakeholders.A passion for learning and applying service design principles in diverse contexts.

WHY YOU SHOULD JOIN US

This is a role for visionary designers who thrive on turning complexity into clarity and inspiring others to see possibilities beyond the obvious. As a Senior Lead Service Designer, you will lead the charge in shaping solutions that transform industries and redefine how Design creates value at Oliver Wyman. Collaborating with top talent across design, business, and technology, you will champion innovation and drive the evolution of the Design Discipline.

If you are excited to lead with creativity, craft meaningful solutions, and make a lasting impact on colleagues, clients, and users, we would love to hear from you.

What we offer you

The opportunity to work within a deeply accomplished team with direct exposure to some of the world's most influential organizations.A structured career development program with both technical and leadership tracks.A competitive salary and benefitsA level of autonomy and self-management that you will not typically find at other companies.

Our values & culture

Our team comprises all sorts of people from all sorts of backgrounds. We do not care whether you are loud or quiet, funny, or serious. We do hope that you have:

A genuine passion for products, services, and experiences.A clear commitment to creating brilliant experiences that will give our clients the edge.A willingness to work fluidly and respectfully with our incredibly talented team.

We are serious about making OW a rewarding, progressive, fun, and balanced place to work.

Rewarding work: Our reputation for high quality work allows us to collaborate with major brands at all levels on incredibly exciting projects. Combined with our status as one of the Fortune 100 “Best Companies to Work For”, this gives you a mix of challenge, support, and recognition.Progressive employment: Flat organizational structures, resolute I&D values, and a commitment to rewarding good work make for a progression path truly based on merit. Our comprehensive benefits include an impressive pension program.Enjoyable days: We want our team members to build a career here—and to be happy. That makes us serious about caring for, mentoring, developing, and sponsoring each other. This also leads to opportunities for social impact and community work in your workdays.Balanced lives: Our work is demanding, and we want you to have the best work-life balance you can. If you want to make the most of travel opportunities with our global team, we will encourage it. If you are a parent, we will work with you to accommodate your family life. 

HOW TO APPLY

If you like what you have read, we would love to hear from you. You can submit your CV online. The application process will include both portfolio review and behavioral interviews.

About Oliver Wyman

Oliver Wyman is a global leader in management consulting. With offices in more than 70 cities across 30 countries, Oliver Wyman combines deep industry knowledge with specialized expertise in strategy, operations, risk management, and organization transformation. The firm has more than 6,000 professionals around the world who work with clients to optimize their business, improve their operations and risk profile, and accelerate their organizational performance to seize the most attractive opportunities. Oliver Wyman is a business of Marsh McLennan [NYSE: MMC]. For more information, visit www.oliverwyman.com. Follow Oliver Wyman on Twitter @OliverWyman.

Marsh McLennan and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

The applicable base salary range for this role is $200-240K

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis.

In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.