Lead Service Designer

About the role

As a Lead Service Designer at EPAM Global Research Institute/Research & Insights practice, your main task would be ensuring the design process for digital journeys and solutions is directly aligned with business goals, user needs and technological capabilities.

Our Research & Insights team is a multidisciplinary hub of experts situated in Europe, committed to influencing product strategy and design through actionable user insights. By implementing both standard and innovative UX research methods, we drive design decisions and strategic orientations that cater to both local and global markets.

We prioritize developing transformative products and services that are not only innovative but also intuitive, accessible, and easy to use. Your role will be integral to our mission of delivering user-centric experiences across a diverse range of platforms and sectors.

Responsibilities

• As a successful candidate, you will:
  • Maintain a clear understanding of business goals and user needs to identify and articulate high-impact research opportunities to support strategic service design decisions and product development
  • Use research to understand the motivation and actions of people for which services are designed, which extends beyond clients to also include the experience of employees, which play a part in the services delivery
  • Apply design methodologies (e.g., facilitation, design thinking, design sprints etc.) to understand customer needs and evolve the customer experience, focusing on people, processes and digital platforms
  • Create and own client journey maps to visualise and identify pain points and issues that need to be addressed within a service to improve the journey experience
  • Co-create and own service blueprints that visualise the relationship between different service components (front stage and back stage), which are tied to a specific customer journey
  • Develop a deep and end-to-end understanding of all the components and activities that define the overall services and thereby support the planning and organisation of business resources
  • Develop orchestrated target state service designs that outline how elements and services should be aligned for optimal service delivery
  • Facilitate and create a shared understanding of services and educate stakeholders, across departments, about the service experience

Requirements

• Excellent communication skill and extensive experience in working in cross-disciplinary teams across client journeys e.g. product, marketing, sales, customer service, IT in an agile work environment
• Extensive experience in developing journey mapping and service blueprints
• Experienced in workshop facilitation skills e.g. design sprint, lean UX canvas, business model canvas, value proposition map, empathy map etc
• Higher education (degree from a University/FH, preferably in UX Design, Business Administration, Marketing or similar)
• Minimum 5 years of work experience in relevant fields
• Ability to cope with a dynamic and changing environment in an agile setup
• Communicative, independent and proactive personality with the drive to focus on ongoing professional development within UX
• Excellent English skills (speaking and writing); fluency in German is needed