Service Designer

The Service Designer within the Product & Experience Team plays a crucial role in shaping IBM’s product offerings and customer experiences. Your work will be instrumental in defining the future of our products and services, ensuring they meet both business objectives and customer expectations.

Your Primary roles and Responsibilities:

• User Research and Analysis: Carry out comprehensive user research, including interviews, surveys, and usability tests, to generate insights. These insights will inform the creation of sitemaps, customer journey maps, wireframes, interaction hierarchies, taxonomies, and prototypes.
• Service Design: Develop and implement service blueprints and service prototyping, focusing on the holistic end-to-end user experience. This involves designing service touchpoints, interactions, and processes that add value to the overall user journey.
• Service Strategy Development: Define and communicate the future service vision and key metrics. Align these with IBM’s broader business objectives and customer needs.
• Collaboration and Stakeholder Management: Partner closely with cross-functional teams, including product managers, engineers, and marketing professionals, to ensure seamless integration of service design principles into product development cycles.
• Documentation: Create design documentation such as service design models, process flows, and service specifications.

What we offer:

• Individual career path
• Access to countless trainings and certification offerings
• A knowledge sharing culture
• An environment where you are actively contributing your ideas
• The possibility to work in projects in one of the largest IT companies

• Proven experience in service design or customer experience design, preferably in an enterprise environment.
• Ability to work with complex systems, multiple user groups, and cross-channel service delivery models.
• Skilled in mapping and redesigning end-to-end journeys and services.
• Strong facilitation skills for co-creation and stakeholder workshops.
• Excellent communication and storytelling skills to present service concepts and designs.
• AI expertise applied to the HR domain.
• Business fluency in English and German (C1 is a must).
• Swiss/EU passport or valid permit required.

• Service Design Tools Proficiency: Proficient in service design tools such as Lucidchart, Miro, and others, as well as design software like Adobe Creative Suite, Figma, Sketch, InVision, and Principle.
• Experience with Agile Methodologies: Familiarity with Agile development processes and the ability to work effectively within Scrum or Kanban frameworks.