Service Design Lead — End-to-End Experience

Boston Consulting Group; Greater London; Híbrido; GBP 52 000 - 76 000; Tempo integral

Resumo da oferta

Boston Consulting Group in London is seeking an analytical and detail-oriented Service Designer to join the Global IT Design Center of Expertise. You will own the design and delivery of end-to-end service experiences for employees, bridging process improvement with user-centered design.

You will map journeys and processes, conduct user research, and translate insights into measurable improvements. The role requires collaboration across global teams and time zones in a hybrid working environment.

Qualificações

• 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.
• Experience applying user-centered design methods in large organizations.

Responsabilidades

• Own the development of service design blueprints and guidelines.
• Apply journey mapping and process mapping to define end-to-end service experience.
• Identify root-cause inefficiencies and propose solutions.
• Drive the CoE Value Measurement framework for service quality, efficiency and advocacy.
• Conduct qualitative and quantitative user research to understand needs and pain points.
• Synthesize research into personas, journey maps, and service blueprints for stakeholders.
• Facilitate workshops across teams and regions with diverse stakeholders.
• Share best practices with evidence of value delivered to users and business.

Conhecimentos

Service design

Journey mapping

UX

Business analysis

Communication

Formação académica

Bachelor's degree in Product Design, Service Design, Business Analysis or equivalent experience

Ferramentas

Miro

Visio

Figma

Descrição da oferta de emprego

Boston Consulting Group in London is seeking an analytical and detail-oriented Service Designer to join the Global IT Design Center of Expertise. You will own the design and delivery of end-to-end service experiences for employees, bridging process improvement with user-centered design.

You will map journeys and processes, conduct user research, and translate insights into measurable improvements. The role requires collaboration across global teams and time zones in a hybrid working environment.