ETIC, Service Designer - Manager

AI in this role

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

We are seeking a Service Design - Manager to participate in the service design and transformation of end-to-end services that deliver exceptional customer experiences and measurable business value.

In this role, you will work across business, product, and technology teams to orchestrate people, processes, and systems, ensuring seamless and user-centric service experiences across all touchpoints.

Responsibilities:

Lead end-to-end service design initiatives, from discovery through to delivery and optimization

Define service strategies that align with customer needs and business objectives

Conduct service assessments to identify gaps, inefficiencies, and opportunities for improvement

Develop service blueprints, journey maps, and operating models to guide transformation efforts

Design and optimize user journeys to enhance usability, engagement, and adoption

Collaborate with cross-functional teams (business, product, engineering) to ensure alignment and execution

Facilitate workshops and co-creation sessions with stakeholders to drive alignment and decision-making

Define and track service performance metrics (KPIs/OKRs) to measure impact and success

Mentor and guide junior service designers, fostering service design capability within the team

Qualifications:

Bachelor’s degree in design, Human-Computer Interaction, or a related field, or equivalent experience.

8+ years of experience in service design, UX design, product Management and Product design, or consulting

Proven experience delivering end-to-end service design or transformation projects

Strong expertise in:

Customer journey mapping

Service blueprinting

Experience design and usability

Experience working within cross-functional, agile teams

Strong stakeholder management and communication skills

Preferred Qualifications:

Experience in consulting or large-scale digital transformation programs

Familiarity with service strategy, operating models, and business design

Exposure to multiple industries (e.g., banking, telecom, public sector)

Key Skills:

Service Design & Systems Thinking

Customer Experience & Journey Design

Strategic Thinking & Problem Solving

Stakeholder Engagement & Facilitation

Data-driven Decision Making

Leadership and Team Development

What Success Looks Like:

Delivery of seamless, value-driven services that improve customer satisfaction and adoption

Clear and actionable service designs and transformation roadmaps

Strong alignment between business goals and customer experience

Measurable improvements in efficiency, performance, and value realization

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Modeling, Coaching and Feedback, Communication, Competitive Analysis, Creativity, Customer Needs Analysis, Customer Relationship Management, Customer Satisfaction, Digitization, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, Learning Agility, Marketing Management, Market Research, Market Trends, Operationalization {+ 22 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

How we score this

ETIC, Service Designer - Manager at PwC scores 37 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

Classification

AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.