Global UX Designer Expert Senior Manager

Who We Are

BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world's best talent to have a real impact on business and society. As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next. We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible-and unlocking your potential to advance the world. Our team called Global Services (GS) provides corporate support to internal business areas such as Finance, Legal, HR, Marketing and IT. This diverse team of experts, operators and specialists represent all levels from Partner to entry level staff, operating across the globe in multiple countries. Global Services is in short, the backbone of BCG.

What You'll Do

As a member of BCG's Global IT UX Center of Expertise (CoE), you will be working on the user experience for employees. You'll be responsible for the creation and testing of service design blueprints research, and the analysis of employee needs and sentiment. We are seeking a highly creative and experienced Service Designer to join our dynamic cross-functional team. The ideal candidate will have a passion for designing intuitive and engaging service experiences.

Key Responsibilities:

Service Design Development

• 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 measuement and other tools, methods, or processes to understand and define end-to-end UX.
• Align with the CoE Value Measurement framework to capture and track service quality, efficiency and advocacy.

User Research & Analysis

• Conduct qualitative and quantitative user research to understand employee needs, behaviors, and pain points.
• Analyze user feedback and usage 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 UX work and evidencing the contributions your research and design work have made to the team's broader strategic initiatives.

Testing & Iteration

• Gather feedback to refine and improve service designs.
• Iterate on designs based on user feedback and analytics to enhance the user experience.

Innovation & Trends

• Stay updated with the latest design trends, tools, and technologies.
• Advocate for and implement best practices in user-centered design and Lean UX.

What You'll Bring

Experience

• Minimum of 8 years of commercial experience in service design or UX design, preferably in a large, global enterprise.
• Proven experience in research and analysis to create actionable insights.
• Practical knowledge of iterative design methods and processes that follow a Lean UX approach.
• Comfortable leading UX workstreams in large global teams across multiple time zones, collaborating with a diverse set of stakeholders.

Skills

• Expertise in service design and blueprinting, needs and sentiment analysis, and other service design tools.
• Strong understanding of user-centered design principles and methodologies.
• 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-driven and focused on solving user and business problems.
• Evangelist for UX practices with an empathetic nature to champion the voice of the customer.
• 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 visual storyteller and communicator.

Qualifications

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

Additional info

Candidates should be aware that BCG currently maintains a policy requiring all US & Canada based employees to be fully vaccinated against COVID-19. Newly hired employees must be fully vaccinated prior to their employment start date. BCG is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated for medical or religious reasons where it is not an undue hardship to the company to do so as provided under applicable federal, state, provincial and local law.

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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