Midweight Service Designer

Boston Consulting Group; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Boston Consulting Group is seeking a Service Designer to join the Global IT Design Center of Expertise. You will own end-to-end service experiences, map journeys and processes, and translate insights into measurable improvements for employees.

This hands-on role requires collaboration with global teams, facilitation of workshops, and a strong emphasis on user-centered research and data-driven decision making.

Qualifications

• Minimum 4 years experience in service design, UX or business analysis with process improvement.
• Proven ability to turn research into actionable insights and measurable outcomes.
• Experience collaborating with global teams across time zones.

Responsibilities

• Own service design blueprints and guidelines aligned with strategic goals.
• Apply journey/process mapping and quantitative analysis to improve end-to-end experience.
• Conduct user research and synthesize insights into artefacts for stakeholders.
• Facilitate workshops across teams and regions to solve problems.
• Drive measurement of service quality, efficiency and advocacy.

Skills

Service design

Journey mapping

Process improvement

UX research methods

Quantitative measurement

Communication skills

Education

Bachelor's degree in Product Design or Service Design or Business Analysis

Lean certification (Green/Yellow belt) or equivalent

Tools

Miro

Visio

Figma

Job description

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantages, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

RESPONSIBILITIES:

We are seeking an analytical and detail-oriented Service Designer to join our dynamic cross-functional team. As a member of BCG's Global IT Design Center of Expertise (CoE), you will own the design and delivery of service experiences for employees, working at the intersection of process improvement and user-centered design. You will have a passion for designing value-creating and measurable service experiences - to be able to map how a service works end-to-end (the processes, handoffs, policy constraints) and how it is experienced by the people using it. This is a hands-on role for someone equally comfortable in a journey map and a process flow, whether your background is in service design, UX or business analysis. You will build and evolve service design blueprints, conduct research to surface user and business needs, and translate both into measurable improvements across the user experience and business process.

Service Design

• Own the development of service design blueprints and guidelines, ensuring consistency across services and alignment with BCG's strategic goals.
• Apply journey mapping, process mapping, needs and sentiment analysis, and quantitative measurement to help understand and define end-to-end service experience, connecting the operational system to the lived employee experience.
• Identify root-cause process inefficiencies alongside experience pain points and propose solutions that address both.
• Drive the CoE Value Measurement framework in your work, helping to capture and track service quality, efficiency and advocacy.

Research & Analysis

• Conduct qualitative and quantitative user research (interviews, surveys, workshops, contextual enquiry, etc.) to understand employee needs, behaviors, and pain points.
• Analyze behavioral and operational data (process metrics as well as sentiment/UX data) to inform design decisions.
• Synthesise research into clear, actionable insights, and product artefacts (personas, journey and process maps, service blueprints) that make those insights usable by stakeholders.
• Work collaboratively across teams, disciplines, and regions to support a diverse approach to problem-solving.
• Facilitate workshops that bring process and experience perspectives into the same room.
• Share service design and process improvement best practices with stakeholders, demonstrating with evidence the value your design work has delivered to the business and end-user.

Testing & Iteration

• Prototype and test service concepts and process changes with real users before full rollout
• Gather feedback to refine and improve service designs, iterating based on both analytics and qualitative input.
• Stay current with service design and process improvement methods, tools, and technologies.
• Champion the adoption of best practices across the CoE and wider business.

EXPERIENCE

• Minimum of 4 years of commercial experience spanning service design, UX or business analysis, ideally with demonstrable exposure to both process/operational improvement and user-centered research methods, preferably in a large, global enterprise.
• Proven experience turning research and process analysis into actionable, measurable insight.
• Practical knowledge of iterative, human-centered design approaches
• Comfortable working across large global teams and time zones, collaborating with a diverse set of stakeholders, and with a moderate degree of ambiguity

SKILLS

• Strong knowledge of service design and journey mapping alongside process improvement methods (e.g. process mapping, Lean, value stream analysis).
• Working knowledge of mapping tools (e.g. Miro, Visio, etc.) and prototyping tools (e.g. Figma)
• Strong understanding of user-centered design principles and quantitative / behavioural measurement.
• Strong communication and presentation skills, with the ability to articulate design decisions, translate between operational / process language and experience / design language to collaborate effectively with cross-functional teams.

PERSONAL ATTRIBUTES:

• Resourceful thinker with a passion for solving complex, cross-cutting problems.
• Self-motivated with the ability to manage multiple tasks simultaneously.
• Strong interpersonal skills and the ability to work effectively in a global, hybrid working environment.
• Outcome and measurement driven and focused on solving both user and business problems.
• Adaptive thinker who can flex methods and process to project demands and deadlines.
• Hands-on practitioner able to think conceptually and work practically.
• Clear storyteller and communicator, equally fluent explaining a process flow or a user journey.

QUALIFICATIONS

• Bachelor's degree in Product Design, Service Design, Business Analysis or equivalent experience.
• Lean process improvement certification (Green or Yellow Belt) or business analysis experience preferred - we welcome candidates whose core background is business analysis with proven, hands-on experience applying user-centered design methods.