Senior Service Designer / UX Strategist

About the role

As a Senior Service Designer / UX Strategist in the Experience Design Center of Excellence, you will shape end‑to‑end client experiences across UBS, working on innovative products, services and AI‑powered experiences.

Key responsibilities

• Lead strategic service design and UX strategy workstreams for digital and AI‑enabled banking journeys from discovery to delivery and post‑launch improvement.
• Create and evolve journey maps, service blueprints and target‑state experience concepts to uncover systemic pain points and prioritize improvements.
• Translate research insights into strategic recommendations that inform product direction and prioritisation.
• Contribute hands‑on across service design, UX/UI design, interaction design, prototyping, conversation design, usability testing and delivery quality assurance.
• Facilitate workshops and alignment sessions using Design Sprints, Lean UX Canvas, journey mapping, service blueprinting and empathy mapping.
• Represent design in cross‑functional stakeholder discussions, clarifying scope, effort, dependencies, risks and business value.
• Help evolve the CoE’s AI experience design practice, including frameworks, reusable patterns and design‑system integration.
• Coach and support other designers, modelling structured thinking, design quality and stakeholder management.

Required profile

• 7+ years of experience in Service Design, UX Strategy, UX Design, UX Research or related fields with proven delivery ownership.
• Strong experience creating end‑to‑end journey maps, service blueprints and target‑state concepts that deliver business value.
• Excellent communication and stakeholder management skills across product, marketing, sales, technology and IT teams.
• Proactive, self‑driven professional with leadership potential and ability to mentor others.
• Fluent in English and German; additional Swiss national languages are a plus.

Required skills

• Service design methods: journey mapping, service blueprinting, design sprints, Lean UX Canvas, empathy mapping.
• AI‑enabled experience design: conversational interfaces, generative AI interaction patterns, responsible AI principles.
• Hands‑on design tools for UX/UI, interaction design, prototyping and usability testing.