Lead Service Designer

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); German skills (understanding) would be beneficial

We Offer

• Competitive compensation depending on experience and skills
• Knowledge-sharing across EPAM’s global Tech Communities
• Unlimited access to LinkedIn learning solutions
• Relocation support as per EPAM relocation policies
• EPAM Community with regular corporate and social events
• Career growth, performance and compensation reviews
• EPAM Employee Stock Purchase Plan (ESPP) (subject to certain eligibility requirements)
• EPAM Switzerland was named a Top Company 2022, 2023 & 2024 by Kununu for its people centric culture built on life-long learning

About EPAM

• EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential

Additional

• Please note that any offers will be subject to appropriate background checks
• We do not accept CVs from recruiting or staffing agencies
• For this position, we are able to consider applications from the following:
• Swiss nationals
• EU/EFTA nationals
• Third-country nationals based in Switzerland with an appropriate work permit
• Displaced people from Ukraine who are currently in Switzerland and hold, or have already applied for, S permits

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