Global UX Designer Manager

About the position

As a member of BCG's Global IT UX Center of Expertise (CoE), you will be working on the user experience for employees. You'll be responsible for the creation and testing of service design blueprints research, and the analysis of employee needs and sentiment. We are seeking a highly creative and experienced Service Designer to join our dynamic cross-functional team. The ideal candidate will have a passion for designing intuitive and engaging service experiences.

Responsibilities

• Develop service design blueprints and guidelines to ensure consistency across services and to achieve BCG's strategic goals.
• Utilize journey mapping, needs and sentiment analysis, quant measurement and other tools, methods, or processes to understand and define end-to-end UX.
• Align with the CoE Value Measurement framework to capture and track service quality, efficiency and advocacy.
• Conduct qualitative and quantitative user research to understand employee needs, behaviors, and pain points.
• Analyze user feedback and usage data to inform design decisions.
• Create meaningful and actionable insights into our employees' 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 UX work and evidencing the contributions your research and design work have made to the team's broader strategic initiatives.
• Gather feedback to refine and improve service designs.
• Iterate on designs based on user feedback and analytics to enhance the user experience.
• Stay updated with the latest design trends, tools, and technologies.
• Advocate for and implement best practices in user-centered design and Lean UX.

Requirements

• Minimum of 5 years of commercial experience in service design or UX design, preferably in a large, global enterprise.
• Proven experience in research and analysis to create actionable insights.
• Practical knowledge of iterative design methods and processes that follow a Lean UX approach.
• Comfortable leading UX workstreams in large global teams across multiple time zones, collaborating with a diverse set of stakeholders.
• Expertise in user journey mapping, needs and sentiment analysis, and other service design tools.
• Strong understanding of user-centered design principles and methodologies.
• Strong communication and presentation skills, with the ability to articulate design decisions and collaborate effectively with cross-functional teams.

Nice-to-haves

• Master's degree in Product Design, Service Design, or equivalent experience.