Service Design Analyst, Customer Experience

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

At Flock Safety, we design and build customer support ecosystems that are intuitive, scalable, and rooted in empathy. By blending systems thinking with operational excellence, we empower customers and support teams to connect more meaningfully and efficiently.

As a Service Design Analyst, you’ll lead the charge in mapping and optimizing the end-to-end customer support journey. You’ll be responsible for analyzing service touchpoints, identifying friction, designing seamless workflows, and driving strategic improvements in tooling and process. From day one, you’ll partner with Product, Support, Engineering, and Ops teams to implement systems and experiences that are both customer-centric and operationally scalable.

This role is ideal for someone who thrives at the intersection of data, design thinking, and systems strategy—and who’s excited to build the blueprint for a world-class support experience.

How you’ll make an impact:

• Own the development and maintenance of customer support journey maps and service blueprints, identifying friction points, handoff breakdowns, and areas for improvement.

• Lead the implementation and ongoing optimization of support tools (e.g. Salesforce, Zoom, Jira, etc.) in partnership with Support and IT/Engineering teams.

• Collaborate with cross-functional stakeholders to define ideal-state support flows and align tools and processes with those workflows.

• Analyze interaction data and internal feedback to improve the service experience across contact channels.

• Translate strategic objectives into service design initiatives that balance customer needs, agent efficiency, and business goals.

• Develop clear documentation, SOPs, and internal playbooks to support consistency, adoption, and scalability.

• Monitor and audit support systems regularly to ensure tools are functioning correctly and optimized for current needs.

• Partner with CX, Product, and Operations leaders to ensure service design is represented in broader roadmap planning and change management efforts.

The Skillset

• 2+ years of experience in service design, customer experience, support operations, or related field.

• Strong understanding of customer journey mapping, service blueprinting, and process design methodologies.

• Hands-on experience implementing or optimizing customer support platforms like Salesforce Service Cloud, Zoom, Jira, or similar.

• Analytical mindset with the ability to translate complex data into actionable recommendations.

• Proficient in tools like Miro, Lucidchart, Figma (for journey mapping), and BI platforms (Sigma, Tableau, Power BI).

• Excellent cross-functional communication and stakeholder management skills.

• Comfortable working in fast-paced environments with shifting priorities and a strong bias for action.

• Bonus: Familiarity with agile frameworks, ITSM platforms, or experience in scaling support for SaaS or hardware-enabled products.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe 90-day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90-day plan you will receive if you were to be hired at Flock Safety.

The First 30 Days

• Onboard into current support systems, journey maps, and tooling infrastructure.

• Shadow support agents, team leads, and operations managers to understand current-state workflows and challenges.

• Begin auditing support tools and documenting key pain points and opportunities.

• Build relationships with key stakeholders across Product, Support, and Engineering.

The First 60 Days

• Deliver first round of updated journey maps and identify high-impact design changes.

• Lead implementation of small-to-medium improvements in tools or workflows.

• Present a prioritized roadmap of service design initiatives aligned to business goals.

• Begin establishing SOPs and playbooks for newly designed or revised support flows.

90 Days & Beyond

• Drive cross-functional execution of complex service design initiatives.

• Maintain ongoing governance over support tools and system performance.

• Deliver regular insights and improvement recommendations based on service metrics and customer feedback.

• Champion a culture of continuous improvement by embedding service design into team rituals and planning cycles.

The Interview Process 

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way. 

[Recruiters please adjust this based on the standardized interview plan] 

1. Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are. 

2. The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field. 

3. The Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90 day plans. Your recruiter will inform you of which assessment you will be assigned and ensure you are fully prepared for your big day. 

4. The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values. Depending on the team and role you are interviewing for, you may meet with several teammates as well as cross-functional partners. 

Salary & Equity

In this role, you’ll receive a starting salary between  $75,000 and $100,000 as well as Flock Safety Stock Options. 

The Perks 

🌴Flexible PTO: We seriously mean it, plus 11 company holidays.

⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match. 

👪Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support 

💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions. 

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

🏠Home Office Stipend: A one-time $750 to help you create your dream office.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies. 

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at careers@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.