Service Design Director — Ecosystems

What you can expect

• Service blueprints that drive delivery — dependencies, roles, failure modes — not posterware.
• Operational truth and recoverability — service states, escalation paths, and handoffs designed explicitly.
• Governance across touchpoints — patterns + rules + decision rights across teams and partners.
• High-stakes journeys — consent, identity, payments, disputes — designed for trust.
• Cross-market scalability — common core + local service layers across EU/MENA.

Evidence links

• Design Governance OS
• Proof of work (search)
• Banking case studies
• Writings
• Résumé
• LinkedIn

What I do in the first 30 / 60 / 90 days

• Map end-to-end service: actors, handoffs, operational truth, and failure modes.
• Define service-level success metrics (friction, support debt, recoverability).
• Establish an explicit escalation model and ownership boundaries.

• Redesign the highest-friction handoffs; implement service states and recoverability patterns.
• Add lightweight governance checkpoints across touchpoints and vendors.
• Ship improvements in one critical journey to prove value and build adoption.

• Scale blueprint into an operating model: rituals, decision rights, and measurement.
• Codify common core + local service layers; define exception rules.
• Reduce support debt through state design, clearer controls, and operational visibility.