Senior Service Designer

UBS; Zürich; Hybrid; CHF 110,000 - 150,000; Full time

Job summary

UBS in Zürich seeks a Senior Service Designer / UX Strategist to shape end-to-end client experiences across digital and AI-enabled banking journeys. You will define and orchestrate journeys across touchpoints, channels, people and technology to ensure consistent, high‑quality experiences at scale.

You will lead complex design workstreams, translate research into actionable direction and mentor peers in a global, distributed team within UBS’s Experience Design CoE.

Qualifications

• 7+ years of experience in Service Design, UX Strategy, UX Design, UX Research, HCI or related field with measurable impact.
• Strong track record creating end‑to‑end journey maps, service blueprints and target‑state concepts.
• Excellent communication and stakeholder management across cross‑functional teams.
• Strong facilitation skills with Design Sprints, Lean UX Canvas, empathy mapping, journey mapping and service blueprinting.
• Good understanding of AI-enabled experiences including conversational interfaces and responsible AI.
• Able to thrive in dynamic environments, plan and deliver design work at different levels of detail while maintaining quality.
• Proactive, autonomous leader with mentoring ability in global, distributed teams.
• Fluent in English and German; additional Swiss languages like French or Italian are a plus.
• Degree from University or University of Applied Sciences in UX Design, Service Design, HCI, Business Admin, Marketing, Psychology, or related field.

Responsibilities

• Lead strategic service design and UX strategy workstreams across digital and AI-enabled banking journeys, from discovery to delivery and post-launch improvements.
• Partner with AI platform, business, product, technology, marketing and client need teams to bridge client needs and strategy.
• Create and evolve end-to-end journey maps, service blueprints and target-state concepts to uncover pain points and align stakeholders.
• Translate qualitative and quantitative research into strategic recommendations for service design and product direction.
• Contribute hands-on across service/UX design, prototyping, conversation design, usability testing and delivery quality assurance.
• Facilitate workshops and alignment sessions using Design Sprints, Lean UX Canvas, journey mapping and empathy mapping.
• Represent design in cross-functional discussions, clarifying scope, effort, risks, and business value.
• Contribute to evolution of AI experience design practice, including frameworks and reusable patterns.

Skills

Service Design

UX Strategy

UX Design

UX Research

HCI

Communication

Stakeholder Management

Facilitation

AI Experience

English/German Fluency

Education

Degree in UX Design/Related

Job description

Senior Service Designer / UX Strategist, 80-100%

Switzerland – Zürich

Digital, Marketing and Communications

Personal & Corporate Banking

Job Reference #

341078BR

City

Zürich

Job Type

Full Time, Part Time

Key responsibilities

As a Senior Service Designer / UX Strategist in the Experience Design Center of Excellence, you will play a key role in shaping end-to-end client experiences across UBS. You will define and orchestrate seamless journeys across touchpoints, channels, people, processes and technology, ensuring consistent, high-quality experiences at scale.

You will work on innovative products, services and AI-powered experiences, helping pioneer the future of human–computer interaction in banking. Beyond hands‑on design work, you will lead complex design workstreams, align stakeholders, translate research and business strategy into actionable design direction, and contribute to the maturity of the CoE’s AI experience design practice.

Responsibilities:

• lead strategic service design and UX strategy workstreams across digital and AI-enabled banking journeys, from discovery to delivery support and continuous improvement post-launch.
• partner with AI platform, business, product, technology, marketing and client need teams to bridge client needs and business strategy, driving scalable and client‑centric service experiences.
• create and evolve end‑to‑end journey maps, service blueprints and target‑state experience concepts to uncover systemic pain points, align stakeholders and prioritize experience improvements.
• translate qualitative and quantitative research insights into strategic recommendations that inform service design, product direction and prioritization.
• contribute hands‑on across service design, UX/UI design, interaction design, prototyping, conversation design, usability testing and delivery quality assurance.
• facilitate workshops and strategic alignment sessions using methods such as Design Sprints, Lean UX Canvas, journey mapping, service blueprinting and empathy mapping.
• represent design in cross‑functional stakeholder discussions, helping clarify scope, effort, dependencies, risks, business value and trade‑offs.
• contribute to the evolution of the CoE’s AI experience design practice, including frameworks, principles, reusable patterns, design‑system integration and education formats to stay current with market trends and emerging practices in AI and digital experience design.
• coach and support other designers by role‑modelling structured thinking, design quality, collaboration, ownership and stakeholder management.

Your Career Comeback

We are open to applications from career returners. Find out more about our program on ubs.com/careercomeback.

The team

Marketing, Design & Digital Sales is constantly looking for new talents to shape the future of UBS. You’ll be working in the Center of Excellence (CoE) for Experience Design, based in Zurich. In our agile organization, you will collaborate with design, product, channel, marketing, communications, technology and client need teams. You will support the organizational transformation toward a client‑centric design organization and help shape client and employee experiences across digital banking, AI-enabled services and emerging interaction models. You will work in a hybrid model, combining time at UBS offices with working from home.

Your skills and experience

• 7+ years of experience in Service Design, UX Strategy, UX Design, UX Research, Human-Computer Interaction or a related field, with proven delivery ownership and measurable impact.
• strong experience creating end‑to‑end journey maps, service blueprints and target‑state experience concepts that address user needs and create long‑term business value.
• excellent communication and stakeholder management skills, with experience collaborating across cross‑functional teams such as Product, Marketing, Sales, Customer Service, Technology and IT.
• strong facilitation skills, with experience applying methods such as Design Sprints, Lean UX Canvas, empathy mapping, journey mapping and service blueprinting to drive alignment.
• good understanding of AI-enabled experiences, including conversational interfaces, generative AI interaction patterns, human oversight, trust, transparency and responsible AI.
• ability to thrive in dynamic, fast‑paced and ambiguous environments, effectively planning and delivering design work at different levels of detail while maintaining high‑quality outcomes.
• a proactive, self-driven professional with leadership potential, collaborative mindset and the ability to mentor others, shape design direction and work in global, distributed teams.
• fluent in English and German, both written and spoken. Additional Swiss national languages, especially French or Italian, are an advantage.
• degree from a University or University of Applied Sciences in UX Design, Service Design, Human-Computer Interaction, Business Administration, Marketing, Psychology, Communication Design or related field. Relevant professional experience may be considered in lieu of a formal degree.

About us

UBS is a leading and truly global wealth manager and the leading universal bank in Switzerland. We also provide diversified asset management solutions and focused investment banking capabilities. Headquartered in Zurich, Switzerland, UBS is present in more than 50 markets around the globe.

We know that great work is never done alone. That’s why we place collaboration at the heart of everything we do. Because together, we’re more than ourselves. Want to find out more? Visit ubs.com/careers.

Join us

At UBS, we know that it’s our people, with their diverse skills, experiences and backgrounds, who drive our ongoing success. We’re dedicated to our craft and passionate about putting our people first, with new challenges, a supportive team, opportunities to grow and flexible working options when possible. Our inclusive culture brings out the best in our employees, wherever they are on their career journey. And we use artificial intelligence (AI) to work smarter and more efficiently. We also recognize that great work is never done alone. That’s why collaboration is at the heart of everything we do. Because together, we’re more than ourselves.

We’re committed to disability inclusion and if you need reasonable accommodation/adjustments throughout our recruitment process, you can always contact us.

Contact Details

UBS Business Solutions SA
UBS Recruiting

Disclaimer / Policy statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.