Global Service Design Senior Manager

Overview

As a Service Designer at BCG’s Global IT Design Center of Expertise, you will shape global service experiences for employees. You’ll create and evaluate blueprints, conduct research, and measure behavior to drive value. You’ll work with cross-functional teams across time zones to deliver consistent, human-centered service design aligned with BCG’s goals. This role offers the chance to influence employee experience at a strategic level and stay at the forefront of design methods and analytics.

Responsibilities

• Develop service design blueprints and guidelines for consistency across services
• Perform journey mapping, needs and sentiment analysis, and quantitative measurement to define end-to-end experience
• Align with the CoE Value Measurement framework to track quality, efficiency, and advocacy
• Conduct qualitative and quantitative user research to understand employee needs and pain points
• Analyze behavioral analytics data to inform design decisions and generate actionable insights
• Collaborate across teams, disciplines, and regions with senior leadership to demonstrate value
• Gather feedback and iterate on designs based on analytics and stakeholder input
• Stay updated with design methods and advocate best practices in service design

Key requirements

• Minimum 7 years of commercial service design experience, preferably in a large global enterprise
• Proven research and analysis skills to create actionable insights
• Experience leading service design workstreams in large global teams across time zones
• Strong expertise in service design, design strategy, journey mapping, needs and sentiment analysis, and behavioral analytics
• Strong user-centered design principles and communication/presentation skills
• Ability to collaborate with cross-functional teams and communicate design decisions effectively

• Innovative thinking
• Strong communication and storytelling
• Self-motivation and multi-tasking
• Service design
• Design strategy
• Journey mapping

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