Senior Service Designer – End-to-End Experience

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 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.