Product & Service Design Lead

Job Title: Product & Service Design Lead
Location: Charlotte, NC 28206
Employment Type: Contract - 1 year with possible extension
Start - 05/18

Interview Process - 1) 1-hour initial screening (via Teams)
                                  2) 3-4-hour Practical (via Teams)


About the Role
We are seeking a strategic and collaborative Product & Service Design Lead to help shape innovative solutions that people love while driving measurable business value. In this role, you will lead research and discovery efforts, facilitate collaborative workshops, and guide cross-functional teams from early problem definition through concept validation and into build.
You will serve as a key leader in framing opportunities with clients, aligning stakeholders, and ensuring solutions are grounded in human-centered design principles while meeting business objectives. What You’ll Do
Client Partnership & Strategy

• Partner closely with clients to cultivate shared understanding and alignment around business needs and design value.
• Frame opportunities by identifying constraints, variables, and strategic priorities.
• Coach and support product leadership in strategic decision-making.
• Foster a culture of curiosity and creativity across teams.

Research & Insight Development

• Scope and design research plans based on business requirements and technical feasibility.
• Plan, conduct, and interpret research activities including:
  • User interviews
  • Business stakeholder interviews
  • Usability evaluations
  • Concept validation sessions
• Synthesize research findings into actionable insights that inform user interaction, visual direction, and feasibility considerations.

Workshop Facilitation & Collaboration

• Plan and facilitate collaborative cross-functional workshops to support:
  • Ideation
  • Problem definition
  • Decision-making
  • Requirements gathering
• Structure and lead sessions that connect research insights to business goals and priorities.
• Create psychologically safe environments that encourage innovation and alignment.

Solution Development & Delivery

• Translate insights into actionable artifacts such as:
  • Personas
  • Customer journeys
  • Service blueprints
  • Strategic documentation
• Serve as the central point of contact for design direction throughout the research phase.
• Collaborate with product, engineering, and change management teams during build and testing.
• Support change management efforts by identifying impacts early and helping shape training and adoption strategies.

Qualifications

• 3-5 years of experience in:
  • Design research
  • Product strategy and design
  • Service design
• Portfolio demonstrating full product lifecycle experience (conception through deployment).
• Strong understanding of aligning product strategy with business objectives.
• Experience with value assessment and strategic framing.
• Extensive experience planning and facilitating cross-functional workshops in corporate environments.
• Ability to develop compelling narratives and storytelling to influence leaders and stakeholders.

Skills & Traits
Consultant Mindset

• Creative problem solver who thrives in ambiguity.
• Bias toward action and decisiveness.
• Willing to roll up your sleeves and lead through complex challenges.

Research & Facilitation Excellence

• Strong analytical and synthesis skills.
• Ability to translate research into strategic recommendations.
• Skilled workshop facilitator who drives alignment and clarity.

Collaborative Leadership

• Team-oriented with strong coaching abilities.
• Creates environments where innovation and psychological safety flourish.
• Clearly articulates problems and solutions to drive shared understanding.

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