University of California Santa Cruz — UX Service Designer

UX Service Designer

Location: Remote
Job ID: 31589



UC Vaccination Policy: With limited exceptions, COVID-19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.

Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.



UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.

The IRD for this job is: 03-17-2022



UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.



Information Technology Services (ITS) is the campus innovation nexus that supports and amplifies the value of  research, teaching, learning, and digital experiences at UC Santa Cruz. We are a group of diverse, enthusiastic people who produce extraordinary results that foster a campus climate where employees feel a sense of belonging. 

Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, ambitious, kind, and committed to inclusive excellence. 

We aspire to operate in an Agile and Lean fashion. Our goal is to continually improve our service quality,   experience, and value to our constituents. We care deeply about creating a diverse, high performing organization through recruiting while developing highly talented, well-rounded, staff. We invest in career paths and career development, devoting a significant amount of resources to skill and professional development for our staff. 

ITS promotes two areas for skill growth:

1. Developing generalizing specialists by focusing on technical depth and breadth

2. Growing service and product expertise


The EXP unit within ITS is redefining the experience of higher education at UCSC, from designing effective IT services and products to improving the student and staff digital experience to charting a course toward the digital campus of the future. We're looking for people who: seek to understand humans in all their diversity, approach complexity and ambiguity with curiosity and optimism, work together collaboratively and help others succeed & find energy in working with and through constraints.

More information can be found at



NOTE: It is negotiable for this position to work remotely up to 100%.

The UX Service Designer is an essential part of the new User Experience (UX) team at UCSC. They will help the IT division deliver more effective services to the university by using design research techniques to uncover needs and pain points, facilitating understanding and collaboration across teams, and in partnership with design colleagues, to owning service design deliverables. The UX Service Designer will help to orchestrate how people, processes, and tools come together to create the kinds of services we aim to deliver. 

This position works collaboratively and independently on a wide range of projects. They will use business analysis, ethnographic studies and user research, and participatory design methods to facilitate service improvement and new service design efforts. They will work on complex projects alongside many stakeholders, often involving multiple transactions, services, products, and content-in both digital and non-digital realms.

The Service Designer works co-creatively with user input and staff participation to design services that both meet user expectations and are feasible and sustainable for service providers. They will shepherd this difficult work, both socially and technically, to foster communication, collaboration, and create durable processes.



Salary Information: Salary Range: $81,600 – $115,000/year. Salary commensurate with skills, qualifications and experience.

No. of Positions: 1

Benefits Level Eligibility: Full benefits

Schedule Information:

  • Full-time, Fixed
  • Percentage of Time: 100%, 40 Hours per Week
  • Days of the Week: Mon-Fri
  • Shift Includes: Day, Evenings, Weekend

Employee Classification: This is a Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus

Union Representation: Non-Represented

Job Code Classification: 007350 (USER EXP DESIGNER 3)

Travel:  Never or Rarely



20% –

  • Provides strategic and operational direction and leads the research, architecture, and design of highly complex systems, services, and content to support user needs, meet project goals, and advance institutional priorities. Collaborates with leadership and colleagues to identify service design project opportunities and creates, leads, and implements service design project plans. 

20% –

  • Conducts design research to gather user needs and pain points, including qualitative, quantitative, data, technical, and comparative methodologies. Synthesizes and communicates research and design insights to stakeholders.

20% –

  • Understands, analyzes, and maps complex journeys and processes to inform service design, development, and improvement.

20% –

  • Creates service design deliverables such as service concepts, service blueprints, and other service design artifacts. Collaborates with service teams to frame problems and opportunities, develop requirements, and identify possible solutions.

10% –

  • Plans and facilitates co-design working sessions with cross-functional teams. 

5% –

  • Promotes service design practice, mindset, and methods through presentation, communication, and collaboration. Plays a key role in developing tools and resources for building service design capability across the organization, and educating and empowering service and product teams to adopt new methods and mindsets. Develops and delivers guides, training, and toolkits. Serves as an expert level resource.

5% –

  • Develops and cultivates relationships within a diverse IT community. Identifies, promotes, and maintains relationships with various stakeholder groups at the unit, institution, and peer level to foster awareness of a subject matter domain.

ITS Security Statement

Information Technology positions are responsible for the security of UC Institutional Information and IT Resources. The incumbent is required to follow all applicable information security policies, procedures, and standards to maintain minimum standards of information security for data, systems and applications. Supervisors are responsible for making sure their staff have appropriate security skills and qualifications, and complete all appropriate and required security training.



  • Bachelor's degree in related area and / or equivalent experience / training.
  • Knowledge of and experience with core service design methodologies and processes across the entire user journey.
  • Strong skills and knowledge of methodologies associated with user and design research, analysis of complex processes and problems, and information flows and architecture.
  • Experience with creating service design deliverables such as user journeys, service concepts, blueprints, ecosystem maps, and other service design artifacts.
  • Experience in planning and facilitating workshops or service design activities.
  • Comfort with ambiguity and complex problems. Demonstrated creative problem solving skills, a curious mindset, and an enthusiastic work ethic.
  • Excellent communication, writing, interpersonal skills, and presentation skills to diverse audiences.
  • Self-motivated and able to work independently and as part of a team.



  • Passion for creating new methods and practices, and motivation to make things better.
  • Demonstrated ability to work with others from diverse backgrounds.
  • Knowledge of digital accessibility (ADA and WCAG standards), and digital equity and access.
  • Agile.
  • Lean / Six Sigma.



  • Selected candidate will be required to pass a pre-employment criminal history background check.
  • Ability to work long periods of time at a computer with or without accommodation.
  • Incumbent may be required to work nights, weekends and/or holidays.
  • Ability to complete various compliance and job-related training as directed.
  • The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
  • Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.



All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.



Attach your resume and cover letter when applying for this job opening. Do not attach any documents to 'My Activities'. Visit our How to Apply tutorial for detailed instructions on our applicant process.



The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

View full job description and access on-line application:

To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.