Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role
Your role
As a Service Designer, you will be responsible for shaping end-to-end service experiences that align customer needs with business goals and operational realities. The role focuses on understanding how people, processes, technology, and policies come together to deliver services, then designing improvements that are practical, scalable, and measurable. Success in this role is demonstrated through clearly defined service blueprints, improved customer journeys, and solutions that can be implemented and sustained by delivery teams.

What you will do




•Map current state and future state services using tools such as service blueprints, journey maps, and ecosystem diagrams
•Lead discovery activities to understand customer needs, operational constraints, and service performance gaps
•Translate research insights into clear service concepts, principles, and design recommendations
•Co-create solutions with cross functional teams including design, technology, delivery, and operations
•Define service requirements that connect experience design with process, policy, and technology changes
•Test and refine service concepts through pilots, prototypes, and feedback loops
•Support handoff to delivery teams by providing clear documentation, success measures, and implementation guidance
•Measure service outcomes and identify opportunities for continuous improvement

Who You Are
Required skills and experience

•Experience in service design, experi

📌 Lead Experience Designer (Milano)
🏢 Kyndryl
📍 Milano