Service Designer for Digital Channels & Products, 80-100%
UBS Langstrasse, Schweiz
Your role
This role is part of a multidisciplinary design expert team, responsible for ensuring the design process for digital journeys and solutions aligns with business goals, user needs, and technological capabilities. You'll ensure that all relevant client touchpoint interactions (e.g., public website, e-banking, mobile banking, helpdesk, etc.) that define the user journey and overall service experience are aligned to provide the best possible client experience. In this role, you will create products and services that influence the banking industry and the lives of our clients.
Responsibilities
1. 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.
2. Create and own client journey maps to visualize and identify pain points and issues that need addressing within a service to improve the journey experience.
3. Co-create and own service blueprints that visualize the relationship between different service components (frontstage and backstage), tied to a specific customer journey.
4. Develop a deep and end-to-end understanding of all components and activities that define overall services, supporting the planning and organization of business resources.
5. Develop orchestrated target state service designs that outline how elements and services should align for optimal service delivery - design exceptional moments for our clients.
6. Use quantitative and qualitative research insights to develop an in-depth understanding of customer experiences, including the motivations and actions of people for whom services are designed, extending beyond clients to include employee experiences.
7. 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.
8. Facilitate and create a shared understanding of our service vision and concept, communicating clearly and persuasively for various audiences, including senior stakeholders across departments.
Your team
You will be working in the Center of Excellence (CoE) for Experience Design. In our agile organization, you will collaborate with design, product, channel, and client need teams, supporting the organizational transformation toward a client-centric design organization and shaping client experiences while working agile in a hybrid model at UBS offices or from home.
Your expertise
1. Excellent communication skills and extensive experience working in cross-disciplinary teams across client journeys (e.g., product, marketing, sales, customer service, IT) in an agile work environment.
2. Extensive experience in journey mapping with a proven track record of building long-term business value by meeting users' needs and exceeding their expectations.
3. Experience in workshop facilitation skills (e.g., design sprint, lean UX canvas, business model canvas, value proposition map, empathy map, etc.) with the ability to focus on the most impactful moments to design.
4. Experience in UX Design (i.e., understanding user encounters and actions) would be very beneficial.
5. Higher education (degree from a University/FH, preferably in UX Design, Business Administration, Marketing, or similar).
6. Minimum 5 years of work experience in relevant fields.
7. Able to cope with a dynamic and changing environment in an agile setup, planning projects at various scales while delivering exceptional design quality on time.
8. Ideally, experience with native mobile platforms (iOS and Android) and responsive design and hybrid apps.
9. Excellent English skills (speaking and writing); German skills (understanding) would be beneficial.
10. A self-starter and natural leader who enjoys being part of a global team.
About us
UBS is the world's largest and only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management, and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors.
Join us
At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing, and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.
From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels, and interests, who drive our ongoing success. Together we're more than ourselves. Ready to be part of #teamUBS and make an impact? #J-18808-Ljbffr