Senior Service Designer
About the team:
At Apollo, product design is led by an accomplished team with decades of experience from some of the world’s most influential product organizations — including Atlassian, Google, PayPal, Intuit, Amazon, and Meta. Collectively, we’ve shaped and defined the experiences across category-defining SaaS tools, scaled global systems, and built high-performing teams that elevate the impact and culture of design across organizations.
Our vision is to build the most customer-obsessed, data-driven, and human-centered design organization in SaaS — one that integrates the power of AI to elevate Apollo’s product and set a new standard for go-to-market software design.
About the role:
Apollo is hiring a Senior Service Designer to help operationalize and scale our end-to-end customer journeys across products, systems, and teams.
This role focuses on making journeys real in day-to-day product development. You’ll work closely with a Staff Service Designer and the Journey Management Tiger Team to maintain living journey maps, run journey-based working groups, and embed service thinking into how squads plan, design, and deliver.
This is a highly collaborative, hands-on role for someone who thrives at the intersection of design, operations, and cross-functional facilitation.
Responsibilities:
Maintain and evolve living journey maps and service blueprints, ensuring they reflect real product delivery, customer insights, and business priorities.
Facilitate journey-based working groups to align cross-functional teams on shared outcomes, dependencies, and end-to-end customer success.
Partner with product squads on high-impact initiatives to frame problems through a journey lens and identify moments that matter.
Surface and document cross-squad dependencies, handoffs, and risks, helping teams address them earlier in the delivery process.
Connect qualitative and quantitative insights to journey artifacts, keeping journeys grounded in real customer and usage signals.
Support adoption of journey-first ways of working by creating lightweight templates, playbooks, and guidance for teams.
Collaborate with the Journey Management Tiger Team and Design System partners to ensure journey insights inform shared patterns, guardrails, and system evolution.
Track journey health over time and contribute to quarterly reviews that highlight progress, gaps, and opportunities for improvement.
Qualifications
6–8+ years of experience in UX, product, or service design, with 2+ years focused on service design, systems thinking, or journey-level work.
Strong hands-on experience creating and maintaining journey maps, service blueprints, and ecosystem diagrams.
Demonstrated ability to operate within complex, cross-functional environments, coordinating across product, design, engineering, research, and operations.
Experience facilitating workshops, working groups, and alignment sessions with diverse stakeholders.
Comfort embedding with product teams and influencing outcomes without direct ownership.
Strong synthesis skills—able to connect research, metrics, and delivery insights into clear journey-level narratives.
Excellent visual communication skills and fluency with tools like Figma, FigJam, Miro, or similar.
Pragmatic mindset: able to balance rigor with speed and adapt artifacts to real delivery constraints.
Clear communicator with the ability to build trust and momentum across teams.
Bonus
Experience in B2B SaaS or enterprise software.
Familiarity with GTM, sales, or workflow systems.
Exposure to AI-driven or automated service experiences.
The listed Pay Range reflects the total cash compensation inclusive of annual base salary and annual bonus as applicable. For sales roles, the range provided is the role’s On Target Earnings ('OTE') range, meaning that the range includes both the sales commissions/sales bonus target and annual base salary for the role. This salary range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role who are not located in the US may request the annual salary range for their location during the interview process.
Additional benefits for this role may include: equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits.
Tier 1 Pay Range (San Francisco, New York City, Seattle)
$195,000—$230,000 USD
Tier 2 Pay Range (All other US Locations)
$182,000—$215,000 USD
About the job
Apply for this position
Senior Service Designer
About the team:
At Apollo, product design is led by an accomplished team with decades of experience from some of the world’s most influential product organizations — including Atlassian, Google, PayPal, Intuit, Amazon, and Meta. Collectively, we’ve shaped and defined the experiences across category-defining SaaS tools, scaled global systems, and built high-performing teams that elevate the impact and culture of design across organizations.
Our vision is to build the most customer-obsessed, data-driven, and human-centered design organization in SaaS — one that integrates the power of AI to elevate Apollo’s product and set a new standard for go-to-market software design.
About the role:
Apollo is hiring a Senior Service Designer to help operationalize and scale our end-to-end customer journeys across products, systems, and teams.
This role focuses on making journeys real in day-to-day product development. You’ll work closely with a Staff Service Designer and the Journey Management Tiger Team to maintain living journey maps, run journey-based working groups, and embed service thinking into how squads plan, design, and deliver.
This is a highly collaborative, hands-on role for someone who thrives at the intersection of design, operations, and cross-functional facilitation.
Responsibilities:
Maintain and evolve living journey maps and service blueprints, ensuring they reflect real product delivery, customer insights, and business priorities.
Facilitate journey-based working groups to align cross-functional teams on shared outcomes, dependencies, and end-to-end customer success.
Partner with product squads on high-impact initiatives to frame problems through a journey lens and identify moments that matter.
Surface and document cross-squad dependencies, handoffs, and risks, helping teams address them earlier in the delivery process.
Connect qualitative and quantitative insights to journey artifacts, keeping journeys grounded in real customer and usage signals.
Support adoption of journey-first ways of working by creating lightweight templates, playbooks, and guidance for teams.
Collaborate with the Journey Management Tiger Team and Design System partners to ensure journey insights inform shared patterns, guardrails, and system evolution.
Track journey health over time and contribute to quarterly reviews that highlight progress, gaps, and opportunities for improvement.
Qualifications
6–8+ years of experience in UX, product, or service design, with 2+ years focused on service design, systems thinking, or journey-level work.
Strong hands-on experience creating and maintaining journey maps, service blueprints, and ecosystem diagrams.
Demonstrated ability to operate within complex, cross-functional environments, coordinating across product, design, engineering, research, and operations.
Experience facilitating workshops, working groups, and alignment sessions with diverse stakeholders.
Comfort embedding with product teams and influencing outcomes without direct ownership.
Strong synthesis skills—able to connect research, metrics, and delivery insights into clear journey-level narratives.
Excellent visual communication skills and fluency with tools like Figma, FigJam, Miro, or similar.
Pragmatic mindset: able to balance rigor with speed and adapt artifacts to real delivery constraints.
Clear communicator with the ability to build trust and momentum across teams.
Bonus
Experience in B2B SaaS or enterprise software.
Familiarity with GTM, sales, or workflow systems.
Exposure to AI-driven or automated service experiences.
The listed Pay Range reflects the total cash compensation inclusive of annual base salary and annual bonus as applicable. For sales roles, the range provided is the role’s On Target Earnings ('OTE') range, meaning that the range includes both the sales commissions/sales bonus target and annual base salary for the role. This salary range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role who are not located in the US may request the annual salary range for their location during the interview process.
Additional benefits for this role may include: equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits.
Tier 1 Pay Range (San Francisco, New York City, Seattle)
$195,000—$230,000 USD
Tier 2 Pay Range (All other US Locations)
$182,000—$215,000 USD