Major/Strategic Accounts Associate Director responsible for managing key customer accounts and driving sales growth for compliance solutions at Wolters Kluwer.
About the role
- Director of Service Design overseeing research and service design at Asurion. Leading initiatives to integrate technology and human interaction for better customer experiences.
Responsibilities
- Design a Category-Defining Service Architecture
- Establish the enterprise service design vision powering Lifecycle Care across all channels and markets.
- Create canonical service blueprints and operating principles that unify Product, Engineering, Platform, Data, and Operations.
- Design the orchestration model connecting customers, experts, AI agents, and partner ecosystems.
- Replace fragmented point solutions with an integrated service system built for global scale.
- Orchestrate Human and AI at Scale
- Define responsibility boundaries between AI and human experts across service journeys.
- Design intelligent workflows that increase speed and consistency while protecting judgment and empathy.
- Partner with platform and engineering leaders to embed service logic directly into APIs, tooling, and infrastructure.
- Ensure services scale without degrading trust.
- Build a High-Velocity Discovery Engine
- Lead early-stage service and product discovery across 0 to 1 initiatives.
- Create mechanisms that reduce uncertainty before investment.
- Ensure research drives decisions, prioritization, and architecture.
- Increase organizational velocity from strategic question to validated insight.
- Lead and Elevate a World-Class Team
- Recruit and develop exceptional service designers and researchers.
- Set the bar for systems thinking, blueprinting rigor, and operational clarity.
- Operate as a player-coach on mission-critical initiatives.
- Influence senior executives and cross-functional leaders through clarity and principled tradeoffs.
Requirements
- 12+ years of experience in service design, experience architecture, product strategy, or systems design within complex, multi-channel ecosystems.
- Experience leading multidisciplinary design and research teams.
- Proven ownership of end-to-end service outcomes across digital, human, and AI-enabled environments.
- Demonstrated success designing scalable service systems within large technology or platform organizations.
- Strong executive communication skills and ability to influence senior cross-functional stakeholders.
- Experience embedding AI, automation, and decision intelligence into real-world service workflows.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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