Senior Service Design Lead

About Ping Identity

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

We're hiring a Service Design Lead to join our Business Transformation Office (BTO). This role will be a key partner in how Ping redesigns work using AI - from first "day-in-the-life" research through to implemented workflows and measured impact.

You'll report to the Director, Business Transformation and work as a core member of a cross functional AI pod alongside functional business owners, transformation project managers, digital product managers.

• Lead experience and service design for executive-sponsored, top-down AI "lighthouse" transformations.
• Map day-in-the-life journeys for key personas (e.g., sellers, CSMs, support engineers) and design AI-first workflows, agents, and supporting processes that materially improve how work gets done.
• Act as a trusted partner to VP/ELT sponsors and functional leaders
  , helping them rethink how their functions operate while keeping them in the driver's seat.

What You'll Do (continued):

You'll work as a core member of a cross functional AI pod alongside functional business owners, transformation project managers, digital product managers.

• 7+ years in service design, experience strategy, or related roles (e.g., CX/EX design, design strategy, transformation consulting), ideally in B2B SaaS or similarly complex environments.
• A portfolio of end-to-end service design work where you led discovery, journey mapping, and future-state design through to implemented change, with clear business outcomes (not just UX deliverables).
• Deep experience with journey mapping, service blueprints, and process mapping
  , and the ability to connect these directly to roadmaps, epics, and change plans.
• Demonstrated comfort designing for AI-enabled workflows (e.g., conversational agents, copilots, workflow automation, decision support) and collaborating with AI/ML, data, and platform teams.
• Excellent facilitation and storytelling skills
  , from whiteboarding with frontline teams to framing options and trade-offs for VP/ELT-level stakeholders.
• Proven ability to influence stakeholders - turning "we have a vision for how this should work" into joint problem-solving, while anchoring decisions in data, journeys, and outcomes.

• You've been a core design or experience lead on top-down productivity or AI transformation efforts, with clear "North Star" targets and P&L expectations.
• You've designed or optimized services in domains like Sales, Customer Success, Support, Professional Services, or complex back-office flows (e.g., Quote-to-Cash, renewals, onboarding).
• You're a natural people leader and have deep experience managing people and teams with a demonstrated ability to grow employees.
• You have experience in organizational change management - helping shape role design, comms, training, and reinforcement plans so new ways of working actually stick.
• You're fluent with collaboration and design tools (e.g., Figma/Miro/Mural, Jira, Confluence, Salesforce or similar) and know how to make your work consumable by delivery teams.

$140,000 to $180,000

In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team…