Service Designer

Experience and Service Designer

At EY Consulting Service Line, we support you in achieving your unique potential both personally and professionally. We give you stretching and rewarding experiences that keep you motivated, working in an atmosphere of integrity and teaming. And while we encourage you to take personal responsibility for your career, we support you in your professional development in every way we can.

The opportunity

Our EY Consulting ambition is to become the world’s leading transformation consultants, trusted to help our clients generate long-term value. We’re building world-class capabilities in business, technology and people consulting to help us deliver on EY’s purpose of building a better working world — our firm’s broader ambition to become the world’s most trusted, distinctive professional services organization.

Our clients are at the heart of our new strategy. We’re focused on solving the key issues of our client buyers, building deeper relationships, and making a greater impact. We’re introducing a new go-to-market narrative — Transformation Realized™ — to help us harness the core drivers of transformation that will create long-term value for our clients.

To achieve this, we are seeking for Product and Service and Innovation Consultant to join our Transformation Realized™ Consulting practice. Our team is part of EY’s Central, Eastern and Southeastern Europe & Central Asia (CESA) cluster, delivering market leading services to organizations across industries in Cyprus and internationally.

The transformation imperative is urgent, challenging and opportunity-rich, interested to join us?

Your primary focus will be on designing and improving end-to-end experiences and services in a multi-channel and multi-touchpoint context.

Your Key Responsibilities

• Customer Journey Mapping: map out the entire customer journey, identifying all touchpoints and interactions between the customer and the service provider.
• Experience/Services Blueprinting: create experience/service blueprints to understand and visualize the backend processes, resources, and systems required to deliver the service.
• Prototyping: develop prototypes and service scenarios to test and improve the service experience.
• Collaboration: collaborate closely with cross-functional teams and stakeholders to implement changes and improvements to the service.
• User research: conduct in-depth user research to understand customer needs, preferences, and pain points.
• Feedback analysis: measure and analyse customer feedback and metrics to make continuous improvements to the service and customer
• Persona design and analysis: create customer personas to develop a deep understanding of the various types of customers who interact with a service and analyse how different segments of the user base engage across all touchpoints of a service/experience

To qualify for the role, you should have

• Minimum of 2 years of experience in experience design, service design, customer experience transformation or relevant
• Demonstrated portfolio showcasing successful design projects and the ability to create impactful and user-centered service solutions
• Demonstrated experience with successful customer experience projects
• Proven experience in design thinking methodologies, user research, customer journey mapping
• Proficient with CX principles and best practises to ensure a seamless and intuitive user experience
• Creative mindset with a strong attention to detail and a passion for creating meaningful and impactful customer experiences
• Prototyping experience with tools such as Figma will be considered as an advantage

Skills and attributes for success

• Ability to work in a dynamic environment and have excellent organizational, interpersonal, written, and verbal communication skills
• Self-driven and flexible, can work autonomously with a proven work ethic
• Team player who enjoys working with people from different backgrounds and disciplines
• Ability to prioritize when working on multiple projects
• Hard working professional with ability to work under pressure

• Able to exhibit a high level of confidentiality