Senior Service Designer, Global Player Support - #1170542

Riot's Global Player Support team is on a mission to redefine what great support looks like for millions of players across all our games. We are building a future-state support model that is faster, smarter, and more empowering for players — and we need exceptional designers to help shape it.

As the Senior Service Designer, you will own the end-to-end redesign of player support experiences across sizeable, high-impact domains — areas like account recovery, technical troubleshooting, or in-game issues. End to end here means the full picture: from the moment a problem surfaces in-game, through web and self-serve, AI-assisted resolution, and into agent-handled contact where needed. You will work across the entire service ecosystem — frontend player experience, backstage processes, policies, tooling, and the teams who run and build support — to identify where the experience breaks down and lead the projects or pods that fix it.

This role focuses on: defining the opportunity, grounding it in research, shaping the future-state experience, and driving cross-functional delivery to make it real. You will partner closely with UX — who bring specialist design craft in interaction design, prototyping, and visual execution. You will also work alongside Operations, Product, Engineering and Policy teams across GPS and beyond. You will report to the Head of Service Transformation, Global Player Support

This role owns the thinking that determines what the support experience should be — and makes that thinking real.

Lead End-to-End Support Transformations

• Own one or more defined workstreams or a scoped domain within a larger transformation programme — with real delivery accountability from research through to implementation.

• Map the full support ecosystem for your domain: in-game triggers, web and self-serve entry points, AI-assisted flows, escalation logic, and agent-handled resolution — understanding how each layer connects and where players fall through.

• Conduct deep discovery research — player interviews, contact data synthesis, frontline team shadowing, and policy review — to build a grounded picture of where and why the experience breaks down.

• Define future-state experience vision across the entire service journey, covering the frontend player experience, backstage processes, operational model, and underlying policies and systems.

Deliver High-Quality Service Design Artefacts

• Create clear, compelling design artefacts — journey maps, service blueprints, experience principles, and implementation-ready specifications — that cross-functional teams can build from with confidence.

• Partner with UX Designers on interaction design, visual prototypes, and player-facing experience specifications — bringing their craft to the design direction you are setting together.

• Prototype and pressure-test concepts with players and frontline teams before implementation, building the evidence base that earns organisational confidence.

• Translate complex operational realities into intuitive, player-centred service designs that are grounded in research and ready for delivery.

Drive Cross-Functional Collaboration and Delivery

• Work closely with teams inside and outside GPS — Operations, Product, Engineering, UX, Policy, and Knowledge — to align on experience direction, surface dependencies, and move from blueprint to delivery.

• Facilitate workshops and co-design sessions with cross-functional stakeholders to build shared understanding and collective momentum.

• Present recommendations to senior stakeholders with clarity and confidence — making complex, multi-layer problems accessible and actionable.

• Manage competing priorities and stakeholder feedback across programmes, bringing structure and momentum to ambiguous situations.

Measure, Learn, and Contribute to GPS Capability

• Define success metrics for every design initiative — covering the full funnel from self-serve containment through to agent resolution — establish baselines before launch, and review outcomes rigorously post-implementation

• Partner with Insights to connect quantitative support data (contact rates, self-serve rates, CSAT, resolution times) with qualitative research to build a complete picture of player experience

• Contribute to shared GPS service design frameworks, playbooks, and methodology documentation so that learnings from each programme compound over time

Required Qualifications:

• 8+ years of professional experience, with 4+ years in service design, experience design, or CX — in high-scale, consumer-facing environments

• Proven ability to own an end-to-end design problem — from research and discovery through to a deliverable that cross-functional teams can build from and measure against

• Strong proficiency in core service design methods: journey mapping, service blueprinting, research synthesis, concept prototyping, and experience principles

• Proficiency in SQL for querying support and player data independently, and Tableau (or equivalent) for researching and surfacing insights.

• Track record of working across functions to drive alignment and land complex change — comfortable managing influence without formal authority

• Clear, confident communication skills; experienced presenting design work to senior stakeholders with narrative clarity

• Ability to connect qualitative insight with quantitative support data to define success and track impact

Desired Qualifications:

• Experience in gaming, customer support operations, or high-volume digital consumer service environments

• Familiarity with AI-assisted support, self-serve design, and automation in a CX context

• Exposure to CRM platforms, knowledge management systems, or support tooling ecosystems

• Experience working in agile or squad-based delivery models alongside product and engineering teams