Lead Journey Designer

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do As a Lead Journey Designer, you will translate business strategy, brand strategy, and qualitative/quantitative insights into clear service concepts, scenarios, and blueprints that teams can execute against. You will make the “backstage” visible, articulating the internal processes, tools, roles, handoffs, and constraints that shape the customer experience, and framing where service improvements will have the greatest impact. You will frame options and tradeoffs clearly, using narratives, diagrams, and prototypes to help stakeholders make better decisions than they normally would in ambiguous, cross-functional spaces. You will define success metrics for service initiatives in partnership with analytics, marketing, and product teams, and help set up feedback loops to track performance over time. Finally, you will communicate progress and impact to senior stakeholders through clear storytelling, visuals, and concise updates that tie service outcomes to business and brand goals. This position is an individual contributor role reporting to the Sr Creative Director, Digital Experience. Responsibility Lead complex, cross-functional service design projects from framing through implementation, balancing strategic vision with hands-on delivery Create and maintain service blueprints, journey maps, ecosystem maps, and related artifacts for key journeys across Docusign’s digital experience Plan and conduct discovery and validation research in partnership with research, analytics, and business stakeholders; synthesize findings into actionable insights and opportunities Facilitate workshops and working sessions to align stakeholders on current-state challenges, future-state vision, and prioritized roadmaps Collaborate closely with Brand & Creative, Digital Experience, Product Design, Product Management, Growth, Sales, and CX to ensure service designs translate into coherent customer and employee experiences at launch and beyond Document service principles, guardrails, and patterns that can be reused across initiatives and teams Mentor and coach designers (and interested partners) on service design practices, providing feedback on work and helping shape team standards and expectations for P-level craft and impact Champion inclusive, accessible, and globally-minded experiences across customer and employee journeys Establish and evolve service design standards, templates, and practices within Brand & Creative, enabling other designers and partners to adopt service-design ways of working Job Designation Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation) Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic 12+ years of experience in service design, interaction design, CX design, or closely related disciplines, including substantial work on complex, cross-channel services or journeys for digital products and experiences Experience designing and delivering end-to-end services that span multiple touchpoints (e.g., web, in-product, lifecycle marketing, sales interactions, support), ideally in B2B or SaaS environments Experience leading ambiguous, cross-functional initiatives as a hands-on individual contributor—owning problem framing, research, mapping, concept development, and facilitation Portfolio showcasing service design artifacts (service blueprints, journey maps, ecosystems, prototypes) and clear stories about your role, decisions, and impact Experience with design and collaboration tools (e.g., Figma, Miro, FigJam or similar, and common productivity tools such as Google Workspace) Experience planning and conducting qualitative research (e.g., interviews, contextual inquiry, co-design) and incorporating quantitative data into service decisions Preferred Experience working in or closely with Brand & Creative, Growth Marketing, Product, and Customer Success teams Experience designing services in enterprise SaaS, B2B, or platform businesses, ideally related to workflow, productivity, or business-critical processes Background in service design, interaction design, systems design, design strategy, or related field (e.g., HCI, design research, business design), or equivalent practical experience Demonstrated ability to think at multiple altitudes—from high-level systems and narratives (e.g., IAM journeys) down to detailed moments of interaction and content Experience mentoring other designers and influencing design quality and standards across a broader organization Comfort working in a fast-paced, highly collaborative environment with distributed teams and evolving priorities Excellent communication and storytelling skills; able to articulate complex systems and tradeoffs clearly to both senior leadership and cross-functional partners Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: California: $164,700.00 - $266,000.00 base salary This role is also eligible for the following: Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance. Stock: This role is eligible to receive Restricted Stock Units (RSUs). Global benefits provide options for the following: Paid Time Off: earned time off, as well as paid company holidays based on region Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment Retirement Plans: select retirement and pension programs with potential for employer contributions Learning and Development: options for coaching, online courses and education reimbursements Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. Life at DocuSign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. EEO Statement It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category. EEO Know Your Rights poster