Senior Service Design Lead

📋 Description

• • Ping Identity is seeking a Senior Service Design Lead to join its Business Transformation Office (BTO) and play a pivotal role in redefining how the company operates through the strategic integration of Artificial Intelligence. This role is central to executive-sponsored AI transformation initiatives, focusing on enhancing user experiences and optimizing workflows from initial research through to the successful implementation and measurement of impact. The Senior Service Design Lead will be instrumental in driving digital freedom by ensuring seamless and secure digital experiences for all users, aligning with Ping Identity's core values of innovation and respect for individuality.
• • In this dynamic position, you will be responsible for leading the end-to-end service design for critical AI "lighthouse" transformations. This involves deeply understanding the "day-in-the-life" journeys of key personas such as sellers, Customer Success Managers (CSMs), and support engineers. Your expertise will be crucial in designing AI-first workflows, intelligent agents, and supporting processes that significantly improve operational efficiency and effectiveness across the organization. You will act as a trusted advisor to VP/Executive Leadership Team (ELT) sponsors and functional leaders, guiding them in reimagining their departmental operations while ensuring they remain in control of the strategic direction. You will report directly to the Director of Business Transformation and collaborate closely within a cross-functional AI pod, working alongside business owners, transformation project managers, and digital product managers to achieve ambitious transformation goals.
• • Your day-to-day responsibilities will encompass owning the experience strategy and service design for top-down, function-level AI initiatives that span critical value streams like Product Innovation, Buyer Journey, and Customer Journey. You will conduct in-depth research, including interviews, shadowing, and workflow analysis, to thoroughly understand current operational processes. Based on this discovery, you will co-create future-state "North Star" journeys, detailed service blueprints, and AI-enabled workflows in close partnership with business and technology stakeholders. A key aspect of your role will be to shape the overall program approach, managing the entire lifecycle from initial discovery and research through to detailed design, implementation, and the realization of tangible business value for each persona and function.
• • You will also be tasked with strategically determining the right balance between experience design and process optimization, guiding teams to invest appropriately in deeper experience design or to proceed directly with process mapping and operational redesign, thereby avoiding both over-engineering and under-design. Translating these future-state visions into actionable plans will be critical; you will break down complex journeys into phased roadmaps, epics, and experiments, collaborating closely with Product Managers, Process/Enterprise Architects, project managers, and IS scrum teams. Furthermore, you will facilitate alignment and governance by orchestrating co-design workshops and working sessions, contributing to roadmap and Quarterly Planning forums, and ensuring that strategic decisions are effectively translated into changes in priorities, backlogs, and execution plans. Anchoring your work in measurable outcomes will be paramount; you will partner with business owners and AI & Data teams to define key performance indicators (e.g., cycle times, win rates, Net Revenue Retention (NRR), cost-to-serve, employee productivity), design experiments and pilot programs, and communicate the impact of these initiatives in a clear and compelling manner.
• • About the team and company: Ping Identity is a leader in intelligent, cloud identity solutions, enabling secure and seamless digital interactions for businesses and their users worldwide. The Business Transformation Office (BTO) is at the forefront of driving innovation and operational excellence, particularly through the strategic adoption of AI. This role is an opportunity to join a company that champions digital freedom and fosters a culture of respect, individuality, and continuous learning. You will be part of a global team dedicated to changing the landscape of cybersecurity, digital experiences, and identity and access management.
• • In this role, you can expect to gain significant experience in leading large-scale AI-driven business transformations, developing expertise in cutting-edge service design methodologies applied to AI, and building strong relationships with executive leadership. You will have the opportunity to shape the future of work at Ping Identity, directly influencing how AI is leveraged to enhance productivity and customer experience, and to make a tangible impact on business outcomes in a fast-paced, innovative environment.