Sr Service Designer - Remote (East Coast)

Date: Jun 2, 2023

Location: N/A, US

Company: Amtrak

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.


Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.


As Senior Service Designer, you’ll report to the AVP Innovation and Research and create service experiences that are designed around the people that use them. Service & interaction design are at the heart of our innovation process. Our diverse team of strategic, empathetic thinkers and deep interaction specialists envision and craft experiences from service design to digital product creation and every enabler in between. You will be a champion for user needs, improve business processes, streamline systems, and help cut bureaucratic red tape. You’ll work with other designer practitioners, product managers, and technologists to analyze services, map user experiences across channels (for both staff and the public), communicate ideas, and lead change management.


You are a thought leader that guides, influences and shapes experiences throughout the organization which will ultimately lead to the transformation of public transportation. You will work on efforts that may range from designing a smoother experience for on train services, to detangling the complex journey from origination to destination and every interaction in between. You will work with teammates to create frameworks and strategies that guide our future products, platforms and services like rail station centered cities for example. Your work will develop service patterns and best practices that can be applied across the country.


This is leadership role driving strategy and execution of the innovation team within the Digital Technology organization that will include research, experience strategy, interaction and visual design. Key to your success will be a positive spirit, the ability to create partnerships across the complexities of a large organization, and a relentless ability to re-imagine the future of public transportation. You will be looked to as a trusted partner and problem solver, determinedly helping all stakeholders overcome obstacles and guiding solutions forward through the service design practice.



  • Facilitate the creation of aligned, strategic visions for department services
  • Organize and facilitate workshops that bring together users and stakeholders to unpack a service’s challenges and propose new solutions
  • Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we create
  • Explain, discuss, and justify design decisions eloquently and give effective feedback and direction to more junior members of the team
  • Frame and tell the story of design solutions and present the communication of research findings, conceptual ideas, detailed design, and design rationale both verbally and visually
  • Leverage the insights, patterns, and desires from partner department efforts to inform the roadmaps and priorities of digital services’ platforms and products
  • Analyze how policies, interpersonal dynamics, history, and organizational structure impact service delivery
  • Help partner departments navigate changing touchpoints, tools, and processes, determining the impact on current operations and how much change they can take on with each iteration
  • Create deliverables to express design solutions to the team and our partners, such as wireframes, service blueprints, screen designs, storyboards, user experience journey maps, and system maps
  • Identify, document, and leverage repeatable service patterns across efforts
  • Be an Amtrak ambassador, attending and helping to plan studio and community events, workshops, and conferences



  • Bachelor's degree experience design discipline
  • Experience planning, designing, facilitating, and synthesizing workshops
  • Experience with driving and applying user-centered design processes
  • Experience creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes
  • Experience with rapid prototyping methods, ranging from paper sketching to digital prototypes
  • Experience with requirements gathering and communication between all design teams, workstreams and clients
  • Familiarity with rapid prototyping methods, ranging from paper sketching to digital prototypes
  • Able to be practical and resourceful to remove blockers and get things done
  • 9+ years’ experience of interaction design and/or service design across varied users, business problems, and devices
  • Expert knowledge of applying user-centered design processes
  • Master areas of specialization within the greater design landscape, including but not limited to design research, visual design, and content design
  • Strong experience creating service design outputs including user journey maps, service architecture diagrams, systems maps, user profiles, and service blueprints
  • Strong experience using a variety of methods to communicate findings and proposals, including presentations, prototypes, storyboards, and visual frameworks
  • Strong facilitation skills, with experience in both planning and leading workshops
  • Ability to communicate the big picture to decision makers and the complex details to technical and subject matter experts
  • Ability to guide change in business processes and systems
  • Experience strategically incorporating research into the innovation process and familiarity with a variety of research methodologies



  • Remote work is a requirement for this role. Amtrak workspace will not be provided. Remote employees must have a dedicated workspace used exclusively for performing Amtrak work, high-speed internet, and smart phone service capabilities. Amtrak also provides a computer and other job specific equipment to remote working employees
  • May require travel up to 25% of the time, potentially in DC, New York City, Wilmington, Philadelphia, and Boston. 



  • Must have excellent oral and written communication skills


The salary/hourly range is $138,910 - $180,030 Sr Service Designer.  Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.​

Requisition ID:157756
Posting Location(s):N/A
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.


In accordance with federal law governing security checks of covered individuals for public transportation ( Title 6 U.S.C. § 1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

POSTING NOTES: Information Technology || Information Technology