Lead Service Designer

We are seeking an experienced and innovative Lead Service Designer to drive the creation of exceptional service experiences through user-centered design and strategic collaboration. This role will require a blend of research, storytelling, and process optimization to enhance workflows, including the integration of AI technologies.

Responsibilities

• Conduct qualitative and quantitative research to understand user needs and pain points. Synthesize findings into actionable insights that guide service designs, operational enhancements, and communication strategies
• Partner with cross-functional teams to develop standardized workflows for integrating AI tools (e.g., Microsoft Copilot) into business processes. Document practices, create training resources, and define success metrics to advance adoption
• Craft strategic, engaging narratives to communicate the impact and evolution of initiatives across the organization. Develop both written and visual content that resonates with executive audiences and aligns with organizational goals
• Create and maintain clear, consistent documentation to support ongoing and future projects. Ensure alignment in tone, structure, and messaging across internal and external-facing materials
• Collaborate with the Organizational Change Management (OCM) team to facilitate smooth transitions into new workflows, especially those involving AI. Assist with summarizing feedback, training materials, and team adoption strategies
• Build current-state and future-state journey maps to visualize processes and user experiences. Collaborate with service owners and design teams to define improved workflows and transformation strategies

Requirements

• Proven experience of over 5 years in UX research, service design, or digital communication
• Leadership experience exceeding 1 year applicable to the role
• Strong storytelling and writing skills, with the ability to translate complex concepts into compelling narratives
• Familiarity with AI tools and their integration into enterprise environments
• Proficiency in tools like Mural, Microsoft 365, SharePoint, and Teams
• Ability to create and interpret journey maps, using these as a foundation to design future-state processes collaboratively
• Exceptional collaboration skills, with experience working across functions, geographies, and organizational levels
• Proactive and adaptable, with a problem-solving mindset and the ability to navigate ambiguity
• Strong organizational abilities and attention to detail
• English level B2+ for effective communication