UX Service Designer

The UX Service Designer will play a pivotal role in shaping the employee experience by defining key experience requirements and optimizing workflows. This position requires a deep understanding of user-centered design principles and the ability to translate employee insights into engaging digital experiences.

We are looking for an experienced UX Service Designer with a deep understanding of service design and a passion for innovative solutions. As part of the Experience Design Team, you will be responsible for planning, coordinating, designing, and prototyping new user experiences to make the Nestlé digital workplace more efficient and satisfying. You will collaborate with interaction designers, UX researchers, HR, software engineers, and project managers, while also being a contributor and an originator in your own right.

Key Responsibilities

• Develop service design strategies that meet user needs and business goals.
• Conduct service blueprinting to map current and future-state service journeys.
• Plan and execute user research to gather insights about pain points, needs, and behaviors.
• Synthesize research findings into actionable recommendations for service improvements.
• Create detailed journey maps to illustrate user experiences and interactions across multiple touchpoints.
• Design and prototype service experiences and validate them with real users through iterative testing and feedback.
• Collaborate with stakeholders across departments to co-create services that are scalable and effective.
• Facilitate workshops to identify opportunities for service improvements and innovation.
• Partner with UX researchers, interaction designers, developers, and product owners to design cohesive services.
• Ensure services are user-centered by aligning the entire team on key design principles and outcomes.
• Create service blueprints to visualize workflows, systems, and dependencies for service delivery.
• Identify service gaps and recommend solutions to enhance the user experience and operational efficiency.
• Measure and monitor the performance of services over time, identifying opportunities for ongoing optimization.
• Develop and iterate on service design concepts, ensuring alignment with the overall employee experience strategy
• Manage feedback from business teams, clients, and product to find practical, useful design solutions.
• Use storytelling to communicate high-level concepts and research insights in presentations, reports, and workshops.

What Will Make You Successful

• Proven experience in service design, UX design, or a related field.
• Strong understanding of service blueprinting, journey mapping, and user research methods..
• Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and customers.
• Excellent facilitation, presentation, and communication skills.
• Experience working in cross-functional teams within Agile environments.
• Passion for resolving user pain points through great design.
• A user-centered mindset with a deep empathy for end users.
• Analytical skills to assess service performance and drive data-driven decisions.