Service Designer

At PUMB we believe that the strength of the bank lies in its people. Here your opinion is valued, bold ideas are supported, and you are helped to grow every day. With us, there is no “just a job” — there are opportunities to develop, discover new horizons, and create solutions that matter.

PUMB has been a reliable presence in the Ukrainian financial market for 33 years, offering high‑quality services, constantly improving customer care, and providing an individual approach. The bank is ranked among the Top 5 largest banks in Ukraine according to “50 Leading Banks of Ukraine.” For several years, PUMB has also been listed among the best employers in Ukraine across various ratings. In 2023, it was included in the Top 25 Best Employers for Veterans by Forbes. And in 2024, PUMB was recognized for the third time as the best employer among banks in Ukraine by Forbes.

Your role in shared success:

• Close collaboration with business function representatives to create and develop products/services
• In‑depth study of customer needs and expectations, including competitor analysis
• Conducting user research, prototype/interface testing, and in‑depth interviews independently
• Organizing quantitative and qualitative surveys with external resources to improve customer experience
• Developing recommendations for product/service growth based on research, supporting implementation, and preparing reports
• Creating Customer Journey Maps, Service Blueprints, and value propositions
• Facilitating cross‑functional teams in service design projects
• Developing internal Service Design competence and participating in customer‑centricity initiatives

Your background we need:

• Higher education in economics, banking, management, marketing, sociology, or psychology
• Knowledge and practical experience in Design Thinking, Service Design, Customer Value Proposition, Customer Journey Map, Service Blueprint
• Experience implementing Service Design projects
• Experience organizing and facilitating group work, including ideation workshops
• 1+ year as a service designer
• 1+ year conducting qualitative research independently (UI/UX studies, prototype testing, user interviews, surveys)
• Proficiency with Miro

Preferred qualifications:

• Experience in banking
• Experience in product creation, marketing, or customer experience/CVM units
• Experience in Agile teams
• Experience conducting quantitative research

PUMB offers:

• Ambitious projects — participate in large‑scale initiatives to unlock your potential and gain new experience
• Space for growth — discover new horizons for career and professional achievements
• Reward for results — tackle ambitious challenges and receive recognition and fair compensation
• Learning — grow among the best and use open opportunities for self‑realization
• Team of like‑minded professionals — become part of a company you’ll be proud of

The vacancy is open to defenders of Ukraine.