Service Designer

We’re looking for a Service Designer to craft user-centered service experiences across digital and physical touchpoints. You’ll lead research, co-create solutions, and collaborate with global teams to improve services that support our academic mission, transforming complex systems into intuitive, impactful journeys for students, staff, and stakeholders. As part of our commitment to fostering a collaborative team environment, this role requires working fully on-site.

Tasks & Responsibilities

• Craft the design and optimization of complex, end-to-end service journeys across platforms, operations, and human touch points.
• Conduct in-depth user research using qualitative and quantitative methods to uncover pain points and develop actionable insights.
• Develop and test service improvements through tools such as service blueprints, journey maps, and prototypes.
• Collaborate closely with product managers, designers, developers, and business stakeholders across Basel and China.
• Align service design work with business objectives by identifying user needs and opportunities within internal and external services.
• Moderate and facilitate cross-functional workshops to ideate, validate, and prioritize service solutions.
• Apply Design Thinking and usability heuristics to ensure every service touchpoint is intuitive, efficient, and user-friendly.
• Create wireframes, service maps, and documentation to clearly communicate concepts and processes.
• Drive continuous innovation by integrating user feedback and performance data into iterative design improvements.

Additional Responsibilities

• Work effectively in a cross-cultural, international teams.
• Create and maintain service playbooks, design systems, and documentation to embed service design into product development practices.
• Track service success using relevant KPIs such as satisfaction, efficiency, and conversion.
• Use analytics tools (e.g. GA, Matomo) to assess service usage and guide design decisions.
• Translate complex requirements into clear, user-centric journeys aligned with business goals.
• Confidently present your work and vision to stakeholders, leadership, and owners.
• Support and mentor designers, promoting service design and collaborative learning.
• Apply and manage Design Systems within Figma for consistency and scalability.

Requirements

• A Bachelor’s degree in an interaction design, experience design, service design or related field is required.
• A Master’s degree is preferred, interaction design, experience design, service design or related field.
• A minimum of 2 to 5 years of professional experience in Service Design or UX Design.
• Proficiency in English at C1 or C2 level is required.
• Technical and Research Skills:
  • Advanced expertise in Service Design methodologies.
  • Advanced skills in UX research methods, both qualitative and quantitative.
  • Working knowledge of Design Systems (intermediate level).
  • Intermediate experience with analytics tools such as Google Analytics or equivalents.
  • Advanced proficiency in design software such as Figma or Miro.

• Soft Skills:
  • Demonstrated self-motivation.
  • Strong communication skills, able to bridge the gap between technical, design, and academic stakeholders.
  • A respectful and professional demeanor.
  • A highly collaborative mindset, especially in team-based, iterative project environments.