Senior Service Designer & UX Strategist (Hybrid, AI)

Service Design Jobs; 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

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.