Global UX designer

We are seeking an analytical and detail-oriented Service Designer to join our dynamic cross-functional team. As a member of BCG’s Global IT Design Center of Expertise (CoE), you will own the design and delivery of service experiences for employees, working at the intersection of process improvement and user-centred design.

• Own the development of service design blueprints and guidelines, ensuring consistency across services and alignment with BCG’s strategic goals.
• Apply journey mapping, process mapping, needs and sentiment analysis, and quantitative measurement to help understand and define end-to-end service experience, connecting the operational system to the lived employee experience.
• Identify root-cause process inefficiencies alongside experience pain points and propose solutions that address both.
• Drive the CoE Value Measurement framework in your work, helping to capture and track service quality, efficiency and advocacy.
• Conduct qualitative and quantitative user research (interviews, surveys, workshops, contextual enquiry, etc.) to understand employee needs, behaviors, and pain points.
• Analyze behavioural and operational data (process metrics as well as sentiment/UX data) to inform design decisions.
• Synthesise research into clear, actionable insights, and product artefacts (personas, journey and process maps, service blueprints) that make those insights usable by stakeholders.
• Work collaboratively across teams, disciplines, and regions to support a diverse approach to problem-solving.
• Facilitate workshops that bring process and experience perspectives into the same room.
• Share service design and process improvement best practices with stakeholders, demonstrating with evidence the value your design work has delivered to the business and end-user.
• Prototype and test service concepts and process changes with real users before full rollout
• Gather feedback to refine and improve service designs, iterating based on both analytics and qualitative input.
• Stay current with service design and process improvement methods, tools, and technologies.
• Champion the adoption of best practices across the CoE and wider business.

• Minimum of 4 years of commercial experience spanning service design, UX or business analysis, ideally with demonstrable exposure to both process/operational improvement and user-centred research methods, preferably in a large, global enterprise.
• Proven experience turning research and process analysis into actionable, measurable insight.
• Practical knowledge of iterative, human-centred design approaches
• Comfortable working across large global teams and time zones, collaborating with a diverse set of stakeholders, and with a moderate degree of ambiguity
• Strong knowledge of service design and journey mapping alongside process improvement methods (e.g. process mapping, Lean, value stream analysis).
• Working knowledge of mapping tools (e.g. Miro, Visio, etc.) and prototyping tools (e.g. Figma)
• Strong understanding of user-centered design principles and quantitative / behavioural measurement.
• Strong communication and presentation skills, with the ability to articulate design decisions, translate between operational / process language and experience / design language to collaborate effectively with cross-functional teams.
• Resourceful thinker with a passion for solving complex, cross-cutting problems.
• Self-motivated with the ability to manage multiple tasks simultaneously.
• Strong interpersonal skills and the ability to work effectively in a global, hybrid working environment.
• Outcome and measurement driven and focused on solving both user and business problems.
• Adaptive thinker who can flex methods and process to project demands and deadlines.
• Hands-on practitioner able to think conceptually and work practically.
• Clear storyteller and communicator, equally fluent explaining a process flow or a user journey.
• Bachelor’s degree in Product Design, Service Design, Business Analysis or equivalent experience.
• Будет плюсом: Lean process improvement certification (Green or Yellow Belt) or business analysis experience preferred – we welcome candidates whose core background is business analysis with proven, hands-on experience applying user-centred design methods

• We believe that in-person collaboration plays an important role in our culture, mentorship, and professional development.
• For this role, you will generally be expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices.
• We aim to provide a dynamic and collaborative environment that fosters connection and teamwork.