Senior Service Designer

As a Senior Service Designer, you will provide CX Design consulting and hands-on design services to global teams and business units. You will act as the senior member of a project team, shaping the project’s development and deliverables, and providing guidance to other team members. You will ensure that all projects you work on conclude with a strong implementation plan that responds to the strategic frameworks initially proposed and consistently aligns with the global CX strategy.

Your responsibilities will include:

• Develop end-to-end Customer Experience and Service Design projects including research, ideation, design, prototyping, testing and implementation support.
• Design services and interactions based on relevant business, technical, and design considerations.
• Provide CX and Service Design coaching to Business Unit teams in project settings and as needed.
• Craft impactful presentations and deliver strong narratives that translate the project’s strategic approach into tangible, pragmatic, concrete outputs. Strong storytelling skills are a must have.
• Plan, design, facilitate, and synthesize co-creation workshops.
• Provide direction and support to project team members to collaboratively deliver high-quality results.

What you bring

• 8+ years of demonstrable experience envisioning, designing and delivering CX and Service Design projects in a variety of industries and/or settings.
• A portfolio that showcases your great work, your ability to communicate a convincing story, and your skills to influence and engage with people from all seniority levels throughout the design process.
• The ability to zoom into the operational details and out to the strategic view at any time and on a regular basis.
• Strong stakeholder management and the confidence to present your ideas to senior stakeholders, up to C-suite.
• Strong analytical and strategic thinking together with the ability to jump into action and get your hands dirty with your team as needed.
• Entrepreneurial spirit, proactive attitude and great attention to detail.
• Excellent English skills in expression, communication, presentation, and facilitation. Other languages are a bonus.
• Knowledge of the insurance industry highly regarded.
• Working knowledge of Customer Journey Management strategies and tools a huge plus.
• Demonstrable knowledge experience using Behavioural Design for CX will put you ahead of the game.
• You live in Spain or are willing to relocate from your current location to join Zurich Duo. Relocation package available.