Senior Service Designer Zurich, Switzerland

Responsibilities

• Maintain a clear understanding of business goals and user needs to identify high-impact research opportunities, enabling informed service design decisions and product development
• Apply design research techniques to understand the motivations and actions of clients and employees throughout service interactions, ensuring optimal customer and operational outcomes
• Bring your expertise in design methodologies (e.g., design thinking, design sprints, facilitation, etc.) to address client pain points, improve customer experiences and refine digital platforms
• Create and own client journey maps to visualize user pain points and opportunities for improvement in the overall service ecosystem
• Co-create and manage service blueprints that illustrate the relationships between service components (front stage/back stage) along specified customer journeys
• Develop deep insights into service components and activities, helping plan and organize business resources for streamlined service delivery
• Design orchestrated service models that align processes, elements and roles for optimal client journey experiences
• Facilitate collaboration across teams and departments by educating stakeholders on service experiences and promoting a shared understanding

Requirements

• Extensive experience developing journey maps and service blueprints to visualize user interactions and identify pain points effectively
• Skilled facilitator in workshops like design sprints, lean UX canvas, business model canvas, empathy mapping and value proposition mapping
• Higher education (University degree/FH preferred) in UX Design, Business Administration, Marketing or a related field
• Minimum of 5 years' experience in relevant UX strategy or service design roles
• Ability to thrive in dynamic, changing environments, particularly in agile frameworks
• Fluent English (both written and spoken), German understanding skills are advantageous for this role

We offer

• 5 weeks of vacation
• EPAM Employee Stock Purchase Plan (ESPP)
• Enhanced parental leave
• Extended pension plan
• Daily sickness allowance insurance
• Employee assistance program
• Global business travel medical and accident insurance
• Learning and development opportunities including in-house training and coaching, professional certifications, over 22,000 courses on LinkedIn Learning Solutions and much more
• *All benefits and perks are subject to certain eligibility requirements