Misleading hiring practices, retaliation, and unqualified management
Pros
Talented peers in Service Design and Product who genuinely care about client and team experience. Exposure to large, complex projects with opportunities to practice service design methods.
Cons
Misleading hiring practices: Base pay was below industry standard, with the “bonus” positioned as a way to make up for it. What isn’t communicated is that the bonus is entirely discretionary — meaning it’s not guaranteed, has no objective criteria, and can be withheld at a manager’s personal judgment. Bonus denial without communication: I was denied my bonus, yet my manager never spoke to me directly about it. No clear criteria were given beyond the vague word “quality,” which was never defined. Secondhand “feedback” loop: Instead of direct feedback, my manager collected judgments behind my back from stakeholders and never shared it transparently — even though in product and design industries, direct critique is standard. This created a culture of secrecy, fear, and broken trust. Emergency emotional tailoring: My manager frequently created chaotic “emergency” situations, forcing me to constantly adjust into crisis mode. This reactive, unstable leadership style drained energy and eroded the ability to do thoughtful, strategic work. Unprofessional boundaries: In our first scheduled brainstorming session (two months after I started), instead of collaborating on work, my manager spent nearly an hour venting about her marriage and using me as a therapist. This set the tone for blurred boundaries and a lack of professionalism. Retaliation after reporting: When I went to HR to report the lack of team foundation (no intake system, no templates, no clarity on workload or expectations), I was retaliated against with corrective actions and ultimately the loss of my bonus. Job title confusion: I was hired as a non-senior Service Designer, but my manager inconsistently referred to me as “mid-level” or “Sr. Service Designer” in write-ups. I was never given updated responsibilities or clarity about what level I was actually being measured against. Unqualified leadership: My manager had no previous management experience, and it showed — inability to set expectations, coach, or support the team. Instead, she relied on hearsay, punishment, and blurred personal boundaries. Lack of recognition: Even at resignation, my contributions weren’t acknowledged — no thank-you for my time, only a transactional handoff.