• Lead and execute service and product initiatives from discovery through definition and into delivery, using human-centered and service design frameworks to ensure everything is deeply rooted in real user and customer needs. • Develop and execute experience, service, and product strategies that align user needs, business goals, and operational feasibility. • Lead service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping efforts to align teams on how a service works today and how it should work tomorrow. • Connect frontstage experiences (customers, end users, partners) with backstage realities (teams, processes, systems, policies) to design services that are both delightful and deliverable. • Identify gaps, failure points, and opportunities across the end-to-end service, beyond any single touchpoint or interface. • Facilitate problem framing and visioning work when the problem and solution are not yet clear, helping teams understand what to tackle first and why. • Design and structure experiments, prototypes, and pilots that test not just interfaces, but entire service moments (people + process + tech). • Translate complex ecosystem insights into clear narratives, options, and recommendations for decision-makers. • Oversee and integrate user research processes, including interviews, contextual inquiry, concept testing, and usability testing to inform service and product direction. • Champion experience and service design practices (including UX), guiding multidisciplinary teams in creating user-centric, service-aware designs and prototypes that adhere to best practices in usability and accessibility. • Advocate for a culture of innovation, encouraging creative problem-solving and exploration of new ideas and technologies to enhance user and customer experience. • Collaborate with stakeholders across strategy, design, product, engineering, data, and operations to ensure strategic alignment and successful delivery of services and products. • Use service design artifacts (blueprints, journeys, future-state stories, experience principles) as alignment and decision-making tools in workshops, working sessions, and stakeholder reviews. • Drive continuous improvement of our methods and frameworks, incorporating project learnings to enhance future work. • Articulate and present strategic visions, service and experience concepts, and roadmaps to diverse audiences, including executive teams and client partners. • Teach and coach client teams in service design methods—such as blueprinting, journey mapping, and experience principle development—while delivering high-quality artifacts and leading teams toward outcomes. • Assist business development efforts by analyzing and articulating client needs, framing opportunities, and contributing to proposals. Act as a subject matter expert on service design, human-centered innovation, and select industries, as well as Cabin’s strategic frameworks.