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About the Role

As a member of BCG’s Global IT Design Center of Expertise (CoE), you will help define and design the delivery of service experiences for employees. You’ll be responsible for creating and evaluating service design blueprints, conducting research, performing quantitative behavioral measurement, and analyzing employee needs. We are seeking an analytical and experienced Service Designer to join our dynamic cross-functional team, with a passion for designing value-creating, measurable service experiences.

Responsibilities

Develop service design blueprints and guidelines to ensure consistency and achieve strategic goals.
Utilize journey mapping, needs and sentiment analysis, and quantitative measurement to understand end-to-end service experiences.
Align with the CoE Value Measurement framework to track service quality, efficiency, and advocacy.
Conduct qualitative and quantitative user research to understand employee needs, behaviors, and pain points.
Analyze behavioral analytics data to inform design decisions.
Create meaningful and actionable insights into employee behaviors, needs, expectations, and pain points.
Work collaboratively across teams, disciplines, and regions to ensure a diverse approach to problem-solving.
Engage with senior leadership, showcasing service design work and evidencing its value.
Gather feedback to refine and improve service designs.
Iterate on designs based on analytics and feedback to enhance the services experience.
Stay uptodate with design methods, tools, processes, and technologies.
Advocate for and implement best practices in service design.

Requirements

Minimum of 7 years of commercial experience in service design, preferably in a large, global enterprise.
Proven experience in research and analysis to create actionable insights.
Practical knowledge of iterative design approaches.
Comfortable leading service design workstreams in large global teams across multiple time zones, collaborating with a diverse set of stakeholders.

Skills

Service design
Design strategy
Journey mapping
Needs and sentiment analysis
Quant behavioral analytics measurement
User-centered design principles and methodologies
Communication and presentation skills
Ability to articulate design decisions
Ability to collaborate effectively with cross-functional teams
Innovative thinking
Problem-solving
Managing multiple workstreams
Interpersonal skills
Working effectively in a global, hybrid working environment
Outcome and measurement driven
Pragmatic and adaptive thinking
Ability to navigate high levels of ambiguity
Conceptual thinking
Practical application
Storytelling

Location

Global

Work Type

Hybrid

Experience Level

7+ years

Education Level

Bachelor’s degree in Product Design, Service Design, or equivalent experience
Master’s degree preferred

About the Company

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities.
BCG was the pioneer in business strategy when it was founded in 1963.
Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities.
Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change.
BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose.
We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

Equal Opportunity

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer.