Compartir esta oferta de trabajo
Enviar candidatura ahora »

Service Design Team Lead


Our opportunity


Interested in joining a stimulating and global team? Looking for a new challenge to elevate customer experience and brand purpose across an organization?


We are seeking a curious, ambitious and confident service designer to join the Group Customer Office and the Digital Deliver Center.

Zurich is currently seeking to revolutionise the way in which we deliver customer experiences and the overall culture across the group to one which is more customer centric, agile and ‘lean start up’ like. The successful candidate will act as a pioneer in using design thinking in the company, leading by example, developing and evangelising about the mindset.


You will be part of the Customer Experience Design Team in the Digital Delivery Center, a global team working as part of the Global Customer Office and responsible for the roll-out, implementation and execution of Zurich’s Customer Experience Strategy.


In this role, you will be responsible for leading the CX Design Team composed of internal and/or external service designers.

You will also be an active and hands-on design lead who is able to bring the experience to life, build internal capabilities across the group following design methodologies such as Design Thinking and Human Cantered Design.

This role is for an experienced Service Designer who has an impressive portfolio, expertise in managing customer focused projects and is looking for an exciting challenge within a multinational company.


In this role, you need a true passion for service design, keeping up with the ever-evolving digital world whilst also demonstrating an interest in concepting, creation, education and design of new and existing experiences and value propositions. We are looking for a lead that is also a hands-on person that loves all steps of the experience design processes.


The role requires beside a proven track record of service and experience design, excellent communication, people management and leadership skills, and a proactive approach and willingness to learn and share ideas within a truly innovative, international team.




Your role


As a Service Design Team Lead, you:


Will participate in the service design practice and delivery on a project level. You’ll also help establish processes, facilitate knowledge sharing within our company, across Europe and beyond. This is your opportunity to evolve a design culture as both a discipline and a practice on a global corporate scale.

  • Lead and guide a team of 5 service designers.
  • Be a role model as the lead of the team, help team members navigate through the organization and manage stakeholders.
  • Manage demand, team capacity and project prioritization.
  • Responsible for recruiting and team development as well as talent retention.
  • Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
  • Lead interaction design and service design activities, including customer workshops, internal workshops, user interviews, and creative brainstorms.
  • Define interactions and services based on relevant business, technical, and design considerations.
  • Seek input and feedback from junior through to senior team members.
  • Plan, design, facilitate, and synthesize workshops.
  • Develop design thinking methodologies
  • Be an ambassador for agile and design thinking across the Zurich Group
  • Provide oversight and facilitate design activities across the company.
  • Create opportunities to solve business challenges with design.
  • Participate in the development of projects related to CX and cultural transformation through Human Centred Design.
  • Provide input for design training within the company



Your Skills and Experience


As a Service Design Team Lead your skills and qualifications will ideally include:


  • We’re looking for candidates that have a background in service design and CX, and a proven track record in applying design thinking in projects.
  • 7+ years of experience delivering design solutions for a variety of clients
  • 3+ years team management experience in an international environment
  • Analytical approach to problem solving
  • Our expectation is that you’ll have experience in service design (design research, visualisation, service prototyping) and have a portfolio that demonstrates your great work, your ability to communicate a story and your skills to influence and engage with people from all seniority levels throughout the design process.
  • You will be involved in many co-creation and collaborative sessions on remote, so we expect remote facilitation skills to help our employees and users create great outcomes together.
  • Skills to uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
  • Storytelling skills
  • Creative problem-solving skills, and the ability to work with and inspire others
  • Demonstrable knowledge service design doing and coaching
  • An ability to design and facilitate design workshops
  • Experience with project management, specially Agile methodologies.
  • Experience in design research and analysis
  • Experience with service prototypes and lean startup methods
  • Experience in stakeholder management and engagement at all levels
  • Experience with Design Systems and UX/UI collaboration
  • Public speaking and presentation skills in English



Additional Information


As well as a competitive salary and a yearly bonus we offer benefits package which includes:

  • Wide range of internal and external trainings
  • Ticket restaurant
  • Option to work remotely up to 50% of time weekly
  • Life Insurance
  • Exclusive Employees discounts
  • Free English and Spanish classes depending on the needs


Primary work location is Barcelona (Poblenou).

This position requires some travelling. 


Who we are


Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.


So be challenged. Be inspired. Help us make a difference.


At Zurich we are an equal opportunity employer.  We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

Enviar candidatura ahora »