Senior Service Designer

As a design leader at Kyndryl, you’ll also join other global design leaders to develop the design profession and culture at Kyndryl.

About You

• You’re a great storyteller with strong communications skills; fluent and inspiring to teammates, partners, and customers. That doesn’t mean you’re an extrovert, but it does mean that when you speak people are happy to listen to what you have to say and moved to action by your words.

• You’re not fazed by ambiguous environments and while you come with a full toolkit of creative approaches and methodologies you are open to exploring, understanding, and applying new ways of working.

• Research is important to you and you are adept at uncovering, synthesizing and articulating insights that will inform and inspire great design outcomes.

• You also know how to link business value with “customer experience”, demonstrating the value of design to senior business stakeholders. You are skilled in capturing, documenting, and sharing insights that will help shape the value that Kyndryl brings to the world.

• When it comes to teamwork, you are comfortable joining and leading teams that are passionate and diverse, fostering an environment of collaboration in which everyone is comfortable contributing and challenged to do their best work.

• In complex or difficult situations, often where no precedent exists, you have the diplomatic skills to influence individuals and organizations to solve problems and overcome obstacles.

In this role, you are accountable for

· Leading the design of an optimized customer journey and service blueprint

· Evaluating the existing customer journey, establishing a strategy, and developing a roadmap forward

· Developing actionable insights blending quantitative and qualitative research

· Rallying diverse stakeholders and teams to deliver outcomes that enable the business

· Determining the best methods, tools, collaboration approach and outputs based on the needs you uncover.

· Designing and facilitating collaboration journeys that enable remote, in-person and hybrid co-creation

· Facilitating the integration of people, technology and the business

· Empower team members to drive the journey strategy and roadmap forward

· Defining metrics for success and designing a system to monitor journeys and identify future opportunities.

· Articulate and champion design thinking, service design, and UX within the team.

· Mentoring junior designers in the CIO

Required Technical and Professional Expertise

• 10+ years’ experience as a service designer and/or 8+ years’ experience as a UX practitioner or designer for web, mobile and software applications.

• · Strong business acumen

• · Experience leading design activities for enterprise software solutions and / or complex business solutions.

• · Outstanding communicator – both verbally and in writing.

• · Strong consultation and collaboration skills. Comfortable facilitating meetings and workshops with cross-functional project teams.

• · A portfolio demonstrating how a user-centered design approach had a measured impact on the overall user experience and demonstrated value to the business.

Preferred Technical and Professional Experience

• Bachelor or master’s degree in Design, Human Computer Interaction (HCI), Computer Science, equivalent certification, or a related field of study preferred.