Service Design Lead

Delta Defense seeks a Service Design Lead to shape end-to-end experiences for our U.S.-based contact center supporting USCCA members. You will map customer journeys, analyze data and feedback, and translate insights into scalable processes, scripts, and service standards that elevate satisfaction and efficiency. Partner closely with operations, training, technology, and marketing to design and pilot new service models, coach leaders on best practices, and embed continuous improvement. Ideal candidates blend contact center or CX expertise, service blueprinting, and strong facilitation skills in a fast-paced, mission-driven environment.

Responsibilities

• Design and maintain end-to-end member service journeys for the U.
• S.-based contact center.
• Develop service blueprints, standards, and playbooks to improve quality and consistency.
• Analyze performance data, VOC, and feedback to identify pain points and opportunities.
• Lead cross-functional workshops with operations, training, technology, and marketing.
• Pilot, implement, and iterate new service models, workflows, and scripts.
• Partner with training to embed new processes and standards into onboarding and coaching.
• Support quality assurance frameworks and calibration to ensure a consistent member experience.
• Champion continuous improvement and customer-centricity across contact center teams.
• Communicate insights, roadmaps, and results to leadership and key stakeholders.
• Ensure service design aligns with Delta Defense's mission, values, and regulatory requirements.

Required Skills

• Service design
• Customer journey mapping
• Contact center operations
• Process improvement
• Customer experience (CX) strategy
• Data analysis and reporting
• Requirements gathering
• Stakeholder facilitation
• Knowledge management systems
• Quality assurance for customer interactions