Global Service Design Senior Manager

Who We Are

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.

What You'll Do

Role Overview:

As a member of BCG’s Global IT Design Center of Expertise (CoE), you will be working to help define and design the delivery of service experiences for employees. You’ll be responsible for the creation and evaluation of service design blueprints, research, quant behavioural measurement and the analysis of employee needs. We are seeking an analytical and experienced Service Designer to join our dynamic cross-functional team. The ideal candidate will have a passion for designing value-creating, measurable and value creating service experiences.

Key Responsibilities:

• Service Design:
  • 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 service experience.
  • Align with the CoE Value Measurement framework to capture and track service quality, efficiency and advocacy.
• Research & Analysis:
  • Conduct qualitative and quantitative user research to understand employee needs, behaviors, and pain points.
  • Analyze behavioural analytics data to inform design decisions.
  • Create meaningful and actionable insights into our employees’ behaviors, needs, expectations, and pain points.
• Collaboration:
  • 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 the value your research and design work has accrued initiatives.
• Testing & Iteration:
  • Gather feedback to refine and improve service designs.
  • Iterate on designs based on analytics and feedback to enhance the services experience.
• Innovation & Trends:
  • Stay uptodate with the design methods, tools, processes and technologies.
  • Advocate for and implement best practices in service design.

What You'll Bring

Experience:

• 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:

• Expertise in service design, design strategy, journey mapping, needs and sentiment analysis and quant behavioural analytics measurement
• Strong understanding of user-centered design principles and methodologies.
• Very strong communication and presentation skills, with the ability to articulate design decisions and collaborate effectively with cross-functional teams.

Personal Attributes:

• Innovative thinker with a passion for solving complex problems.
• Self-motivated with the ability to manage multiple workstreams simultaneously.
• Strong interpersonal skills and the ability to work effectively in a global, hybrid working environment.
• Outcome and measurement driven and focused on solving user and business problems.
• Pragmatic and adaptive thinker who can adjust design processes and approaches to project demands and deadlines.
• Ability to navigate high levels of ambiguity.
• Hands-on practitioner able to think conceptually and work practically.
• Compelling storyteller and communicator.

Qualifications:

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

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.
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