Chief Service Designer

Job description

EPAM is a leading global provider of digital platform engineering and development services.

We are committed to having a positive impact on our customers, our employees, and our communities.

We embrace a dynamic and inclusive culture.

Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow.

No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

We are looking for a visionary and highly experienced
Chief Service Designer
to lead and shape the creation of transformative service experiences, drive strategic organizational impact, and champion the integration of innovative technologies, including AI, into business processes.

This role will demand a proven track record of leadership, advanced expertise in service design, and the ability to influence and align diverse stakeholders across the enterprise.

Responsibilities

• Define and lead the vision for enterprise-wide service design strategies, ensuring alignment with organizational goals and long-term growth objectives
• Conduct and oversee qualitative and quantitative research to uncover deep insights into user needs, challenges, and opportunities, translating findings into high-level strategic initiatives that drive value across the organization
• Establish and enforce frameworks, governance, and best practices for integrating AI technologies (e.g., Microsoft Copilot) into complex workflows
• Design scalable processes, develop adoption strategies, and measure performance outcomes on an ongoing basis
• Develop and communicate high-impact narratives for executive audiences, leveraging advanced storytelling techniques to articulate the value and impact of service design initiatives on business performance
• Advocate for user-centered design principles by guiding cross-functional teams, including senior leadership, in understanding and prioritizing the user experience throughout decision-making processes
• Oversee the creation, curation, and maintenance of comprehensive documentation that supports organizational knowledge-sharing and ensures consistency in tone, structure, and messaging across all service design initiatives
• Partner with the Organizational Change Management (OCM) team to design and implement high-level change enablement strategies, including identifying key barriers to adoption and integrating feedback loops for continuous improvement
• Guide the development of current-state and future-state journey maps at both strategic and operational levels, facilitating discussions with stakeholders to reimagine and transform critical workflows
• Lead and mentor a cross-functional team of designers, researchers, and strategists, fostering growth and developing talent to build a world-class service design practice within the organization
• Proactively identify emerging trends in technology, user behavior, and design innovation to evolve and future-proof enterprise service offerings

Requirements

• Proven experience of over 7 years in UX research, service design, or digital communication, with a portfolio demonstrating leadership in large-scale projects and successful organizational impact
• Leadership and management experience exceeding 2 years, including the ability to influence and align senior stakeholders and cross-functional teams
• Exceptional storytelling, writing, and presentation skills with the ability to synthesize and simplify complex concepts for diverse audiences, including C-suite executives
• Deep expertise in AI technologies and their integration into enterprise ecosystems, with a track record of delivering successful AI-driven transformations
• Proficiency in collaboration tools such as Mural, Microsoft 365, SharePoint, and Teams, with advanced competency in journey mapping and workflow optimization tools
• Proven ability to design and implement enterprise-level journey maps and strategic blueprints that deliver measurable results
• Extensive experience working across global teams, functions, and organizational levels, with a strong ability to influence without direct authority
• Highly analytical and strategic thinker with a proactive, problem-solving mindset able to operate effectively in highly complex and ambiguous environments
• Strong organizational and project management abilities, with a detail-oriented approach to managing competing priorities in a fluid environment
• Fluency in English at a C1 level or higher for high-stakes communication and collaboration across diverse teams

We offer

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn

Required Skill Profession

Other General