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About the Role

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. You will have a passion for designing value-creating and measurable service experiences – to be able to map how a service works end-to-end (the processes, handoffs, policy constraints) and how it is experienced by the people using it. This is a hands-on role for someone equally comfortable in a journey map and a process flow, whether your background is in service design, UX or business analysis. You will build and evolve service design blueprints, conduct research to surface user and business needs, and translate both into measurable improvements across the user experience and business process.

Responsibilities

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.

Requirements

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.

Skills

Service design
Journey mapping
Process improvement methods
Process mapping
Lean
Value stream analysis
Mapping tools (e.g. Miro, Visio, etc.)
Prototyping tools (e.g. Figma)
User-centered design principles
Quantitative / behavioural measurement
Communication skills
Presentation skills
Resourceful thinking
Problem-solving
Self-motivation
Interpersonal skills
Outcome and measurement driven
Adaptive thinking
Storytelling

Location

Boston, MA

Work Type

Hybrid

Experience Level

4+ years

Education Level

Bachelor’s degree in Product Design, Service Design, Business Analysis or equivalent experience.
Lean process improvement certification (Green or Yellow Belt) or business analysis experience 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.
At BCG, our people and relationships are at the heart of everything we do.
We believe that in-person collaboration plays an important role in our culture, mentorship, and professional development.
We aim to provide a dynamic and collaborative environment that fosters connection and teamwork.

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.