Global UX Designer Senior Specialist

Overview

In this role, you will design service experiences for employees within BCG’s Global IT Design Center of Expertise, blending process improvement with user-centred design. You will map end-to-end services, identify gaps, and translate insights into measurable improvements for both user experience and business processes. You’ll work across global, cross-functional teams to champion best practices and drive value through design. This is a hands-on, collaborative position that shapes how services are experienced at scale and aligned with strategic goals.

Responsibilities

• Develop service design blueprints and guidelines ensuring consistency and alignment with strategic goals
• Apply journey mapping, process mapping, needs and sentiment analysis, and quantitative measurement to define end-to-end service experience
• Identify root-cause inefficiencies and pain points, proposing integrated solutions
• Drive the CoE Value Measurement framework to capture service quality, efficiency and advocacy
• Conduct qualitative and quantitative user research to understand needs, behaviors, and pain points
• Analyze behavioural and operational data to inform design decisions
• Synthesize research into actionable insights and artifacts (personas, journey maps, service blueprints)
• Collaborate across teams and regions; facilitate workshops
• Prototype and test service concepts with real users; refine based on feedback
• Stay current with service design and process improvement methods; promote best practices across CoE and wider business

Key requirements

• Minimum of 4 years experience spanning service design, UX or business analysis
• Experience turning research and process analysis into actionable insights
• Practical knowledge of iterative, human-centred design approaches
• Ability to work across large global teams and time zones with ambiguity
• Strong knowledge of service design and journey mapping
• Experience with process improvement methods (Lean, value stream analysis)
• Working knowledge of mapping tools (e.g. Miro, Visio) and prototyping tools (e.g. Figma)
• Strong understanding of user-centered design principles and quantitative/behavioral measurement
• Strong communication and presentation skills

• Resourceful problem-solver
• Self-motivated with multi-tasking capability
• Strong interpersonal skills
• Service design and journey mapping
• Process mapping (Lean, value stream analysis)
• Quantitative and qualitative research methods

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