The 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 hand‐off 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, experience design, or a closely related discipline Proven experience creating service blueprints, journey maps, and system‐level design artifacts Experience conducting and synthesizing qualitative research to inform service decisions Ability to translate complex systems into clear, actionable design recommendations Experience working with cross‐functional teams across design, technology, and operations Practical experience supporting implementation, not just concept development Strong ability to document decisions, assumptions, and outcomes in a structu

📌 Lead experience designer (Italia)
🏢 3240 Kyndryl Italia
📍 Italia