01
Building the first service design practice
Audited and redesigned the SMB merchant experience, creating PayPal’s first shared, end-to-end CX view across the product suite.
162 major issues surfaced$4M annual savings15% CSAT lift
Raven Manocchio / Durham, NC
Designing services people trust—and businesses can grow upon.
Service design leader and practice builder. 20+ years redesigning how large companies actually deliver service — PayPal, Verizon, Fidelity Investments, Blue Cross Blue Shield, Novozymes — I’ve built three design practices from zero, including PayPal’s first service design function and a consultancy Forrester named one of 35 true service design firms in North America.
By the numbers
Twenty-plus years connecting the realities of customer experience with enterprise performance.
$4MAnnual savings unlocked
$10MNPV created in 12 months
30%Customer-satisfaction lift
20%Faster time-to-market
Selected work
Change that shows up in the numbers.
02
Re-architecting the consumer account
Led account-structure redesign across 43 customer journeys, from prototype through pilot and launch within an enterprise transformation.
30% CSAT lift20% faster delivery$5.5M cost reduction
03
Scaling a service design studio
Co-founded a Forrester-recognized consultancy for Fortune 500 and biotech clients, owning P&L, talent, delivery, and growth.
0 → 20 people in 18 months$3M+ multi-year contracts
04
Design-led growth at enterprise scale
Built e-learning and service design programs for Fidelity Investments, Blue Cross Blue Shield, and other Fortune 500 organizations.
$1.5M+ ARR growth90% market share defended
How I work
See the system. Improve the experience. Enable the organization.
01
Experience strategy
Translate customer needs and market realities into a prioritized experience vision and business case.
02
Service architecture
Map journeys, blueprint the frontstage and backstage, and reveal the Moments that Matter.
03
Operating model design
Create the rituals, roles, measures, and ways of working that make change repeatable.
04
Practice building
Build teams from zero, define their value proposition, and connect design investment to outcomes.
05
Research & validation
Pair field research and qualitative insight with quantitative signals to reduce risk and focus decisions.
06
Emerging technology
Apply AI, GenAI, identity, and connected-product thinking where they make experiences genuinely better.
Experience
A career of building what’s next.
Founder & Principal · Future Assignment
Independent service design and CX consultancy. Creator of the Acquisition Experience Audit for service-heavy investments.
Senior Service Designer, Founding Practice Lead · PayPal
Established the company’s first Service Design practice for the SMB merchant experience.
Senior Service Designer · Verizon
Led consumer account-structure redesign across a multi-year transformation.
Co-Founder & Design Principal · The Service Design Group
Built and scaled a B2B service design consultancy recognized by Forrester Research.
Co-Founder & Creative Director · BLDG-25
Delivered design-led learning and service innovation for Fortune 500 clients.
Co-Founder & Creative Director · Stop Studios
Built an award-winning communication design studio delivering remarkable brand and communications to universities, NGOs, and enterprises. Ranked a Top Graphic Design firm for 8 years by Triangle Business Journal.
In print
“You can’t manage what you can’t measure.”
Touchpoint: The Journal of Service Design; Vol.9 Issue 2