Senior Service Designer / UX Strategist, 80-100%

Job description

As a Senior Service Designer / UX Strategist in the Experience Design Center of Excellence, you will play a key role in shaping end-to-end client experiences across UBS. You will define and orchestrate seamless journeys across touchpoints, channels, people, processes and technology, ensuring consistent, high-quality experiences at scale.

You will work on innovative products, services and AI-powered experiences, helping pioneer the future of human–computer interaction in banking. Beyond hands-on design work, you will lead complex design workstreams, align stakeholders, translate research and business strategy into actionable design direction, and contribute to the maturity of the CoE’s AI experience design practice.

Responsibilities

• lead strategic service design and UX strategy workstreams across digital and AI-enabled banking journeys, from discovery to delivery support and continuous improvement post-launch.
• partner with AI platform, business, product, technology, marketing and client need teams to bridge client needs and business strategy, driving scalable and client-centric service experiences.
• create and evolve end-to-end journey maps, service blueprints and target-state experience concepts to uncover systemic pain points, align stakeholders and prioritize experience improvements.
• translate qualitative and quantitative research insights into strategic recommendations that inform service design, product direction and prioritization.
• contribute hands-on across service design, UX/UI design, interaction design, prototyping, conversation design, usability testing and delivery quality assurance.
• facilitate workshops and strategic alignment sessions using methods such as Design Sprints, Lean UX Canvas, journey mapping, service blueprinting and empathy mapping.
• represent design in cross-functional stakeholder discussions, helping clarify scope, effort, dependencies, risks, business value and trade-offs.
• contribute to the evolution of the CoE’s AI experience design practice, including frameworks, principles, reusable patterns, design-system integration and education formats to stay current with market trends and emerging practices in AI and digital experience design.
• coach and support other designers by role-modelling structured thinking, design quality, collaboration, ownership and stakeholder management.