Service Designer

Your role

Would you like to become a part of a multidisciplinary design expert team, which is responsible to ensure the design process for digital journeys and solutions is directly aligned with business goals, user needs and technological capabilities? Would you like to ensure that all relevant client touch point interactions (e.g., public website, e-banking, mobile banking, helpdesk etc.) that define the user journey and the overall service experience are aligned to provide the best possible client experience?

We’re looking for someone like you to:
• maintain a clear understanding of business goals and user needs to identify and articulate high-impact research opportunities to support strategic service design decisions and product development
• create and own client journey maps to visualize and identify pain points and issues that need to be addressed within a service to improve the journey experience
• co-create and own service blueprints that visualize the relationship between different service components (frontstage and backstage), which are tied to a specific customer journey
• develop orchestrated target state service designs that outline how elements and services should be aligned for optimal service
• use research insights to develop in-depth understanding of customer experiences i.e. the motivation and actions of people for which services are designed, which extends beyond clients to also include the experience of employees
• apply design methodologies (e.g., facilitation, design thinking, design sprints etc.) to understand customer needs and evolve the customer experience, focusing on people, processes and digital platforms
• facilitate and create a shared understanding of our service vision and concept and communicate clearly and persuasively for a variety of audiences including senior stakeholders, across departments

Your team

Our team is made up of passionate experts in all areas and levels of Customer Experience Design: Product Designer, Strategic Designer, Data Experts and UX Researcher, UX Writer, Conversion Optimization, Design Systems and Design Ops to hold us all together and keep us efficient.
Our ambition is to create the best-in-class digital experience for customers, constantly listening and learning from them, creating those experiences with them, iterating and improving in perpetuity.
You’ll be working in the Channels & Platforms team in our Wrocław office – working hours can be split between UBS office and work-from-home setup.

Your expertise

• minimum 5 years of work experience in UX/service Design
• excellent English skills (speaking and writing); German skills (understanding) would be beneficial,
• extensive experience in working in cross-disciplinary teams across client journeys e.g., product, marketing, sales, customer service, IT in an agile work environment.
• experience in developing journey mapping proven track record of building long-term business value by meeting users’ needs and exceeding their expectations.
• experience in workshop facilitation skills (e.g., design sprint, lean ux canvas, business model canvas, value proposition map, empathy map etc.) and the ability to focus on the most impactful moments to design.
• ideally experience with native mobile platforms (iOS and Android) and experience with responsive design and hybrid apps