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Senior Staff Service Designer

3 weeks ago
United States, Canada
Full-time
Lead
Product Designer (UI/UX)
Product Management
System Design
Apply Now
Gusto

Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. They offer full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With a mission to create a world where work empowers a bet...

Professional Services
1K-5K
Founded 2011
$746M raised
View All Jobs 7

Description

  • Design complex customer journeys where outcomes depend on coordination across people, systems, operations, and AI.
  • Build AI-assisted service design workflows that help product and operational teams plan for failures, escalation, routing, and measurement before launch.
  • Develop tools, guidance, training, and support that enable adjacent practitioners to apply service design methods in their own work.
  • Create shared patterns, models, and operating assumptions that help teams deliver Gusto as one coordinated service experience.
  • Identify recurring failure patterns and improve how the organization learns from service performance over time.
  • Shape the intended service experience and the operational capabilities needed to deliver it sustainably.
  • Work closely with product, engineering, data, marketing, and operational teams to design and ship experiences.
  • Use AI to prototype ideas, shorten feedback loops, and build reusable workflows for the team.
  • Help teams represent complex systems in ways that make them easier to reason about and align on.
  • Think through service implications of AI, including uncertainty, exception handling, and human handoffs.

Requirements

  • 8+ years of service design experience, including meaningful work inside technology organizations with product, engineering, CX, and operational teams.
  • Experience making decisions and moving work forward in fast-moving product and operational environments.
  • Ability to translate complex service ecosystems into maps, models, frameworks, or other working representations.
  • Track record of influencing roadmap, operational, or investment decisions through strong judgment and clear framing.
  • Experience designing or operating services where AI, automation, or algorithmic systems affected service delivery and customer experience, or strong judgment about how technology changes service delivery.
  • Experience working directly with frontline and back-office operational teams and incorporating operational realities into design work.
  • Understanding of how services are sustained over time through training, workflows, ownership models, support structures, measurement, and continuous improvement.
  • Adjacent experience in research, analytics, systems design, operations, or human-in-the-loop services is valuable.
  • Experience operating inside complex scaled technology organizations is strongly preferred.
  • AI fluency at Gusto’s Integrator level, with AI as a regular, integrated part of the work.
  • Experience using tools such as Claude, Claude Code, or similar agentic workflows is helpful.
  • Comfort prototyping AI-assisted workflows and using prompt-based approaches for structured analysis.
  • Candidates are not expected to be engineers, but should be comfortable building and experimenting with AI-enabled ways of working.

Benefits

  • Competitive base pay with equity (RSUs).
  • Cash compensation range of $173,000 to $215,000 per year in Denver and most remote locations.
  • Cash compensation range of $203,000 to $253,000 per year in San Francisco, Seattle, and New York.
  • Full-time employees receive benefits as part of Gusto’s Total Rewards philosophy.
  • Office-based employees in Denver, San Francisco, and New York City work onsite approximately 2-3 days per week.
  • Secure, reliable, and consistent internet connection support for approved remote work arrangements.
  • Gusto offers health insurance, 401(k)s, and HR support as part of its broader employee and customer mission.

Interested in this position?

Apply directly on the company website

Apply Now

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