Job Description
Position Title Vice President of Service Innovation Position Summary The Vice President of Service Innovation is responsible for driving the design, development, and scaling of innovative service offerings that enhance customer experience and create new value streams. This role focuses on reimagining service models, integrating technology, and aligning innovation with business strategy to improve differentiation and long-term growth. The position plays a critical role in transforming how services are delivered across the organization. Key Responsibilities Define and lead the service innovation strategy aligned with business and customer objectives Design and develop new service offerings, models, and customer experiences Identify opportunities to enhance existing services through innovation and optimization Partner with product, technology, operations, and customer teams to implement new solutions Drive adoption of digital tools, automation, and emerging technologies in service delivery Establish frameworks for testing, piloting, and scaling new service concepts Monitor service performance and customer feedback to refine offerings Analyze market trends and competitive landscape to identify innovation opportunities Ensure alignment between service innovation and revenue, cost, and operational goals Build and lead a team focused on service design, innovation, and transformation Qualifications Bachelor’s degree in Business, Innovation, Service Design, or a related field (MBA preferred) 10+ years of experience in service design, product innovation, operations, or customer experience roles Proven track record of launching and scaling innovative service models Strong understanding of digital transformation, customer journeys, and service ecosystems Experience working cross-functionally with product, technology, and operations teams Excellent strategic thinking, creativity, and leadership skills Core Competencies Service Innovation and Design Customer Experience Strategy Digital Transformation Product and Service Development Data-Driven Decision Making Cross-Functional Leadership Work Environment Corporate or hybrid work setting High collaboration with product, technology, and customer-facing teams