User Experience Lead Strategist & Service Design

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Job description

WHAT YOU'LL DO
To realize our digital transformation, we need to transform our products, experiences, processes, technology and how we operate. Delivering our clients outstanding experience of service, value and flexibility is central to our purpose. We are looking for a leader who is passionate about agile, design thinking and service design and who will embed this in our teams and business processes.
You will help define the standards and guardrails that advise how experience is delivered across BCG. You will blend deep user experience and service design domain expertise with a passion for mentoring and developing people.
As an Experience Strategist your focus will be on our transformation into a new hybrid ways of working where our consultants no longer must be at a client office to deliver their work. The Experience Strategist will envision a new way of working for both our employees and clients. You will be committed to maintaining and developing your own expertise and knowledge and have a passion for redefining how people work. We need you to be curious about how other companies and the industry is doing this and blend that with a deep understanding of our employees and clients as you shape this new hybrid ways of working.
WHAT KIND OF LEADER ARE WE LOOKING FOR?

1. The curious - who is fascinated by people, their behaviour, as well as the digital, physical, and service landscape

1. The pragmatist - who understands the vital constraints of UX and service design at scale and can adjust as needed

1. The guide - who helps and supports our experience designers, sharing knowledge and experience and offering guidance and support

1. The curator - who supports and engages with multiple UX research teams to ensure consistency of ongoing knowledge aggregation and curation of user research

1. The flexible - who is happy and able to adjust their preferred design processes and approaches as project demands change

1. The service designer - who delivers current and future state research insights to build end-to-end and surface-to-core experiences through service design methodologies and frameworks; identifies friction points and conceptualizes on potential solutions, using prototyping, validation, and iteration to zero in on the path forward

1. The collaborator - who works across products, services, and functions; we need someone who recognizes the need for broad engagement across the organization to arrive at the best design outcomes; as well, work with leaders to prioritize, define and weigh the level of impact versus effort

1. The change champion - who works closely with our change management colleagues and uses research insights to drive adoption and create lasting change

1. The concision master - who can lead organizational complexity and abstract complexity to simplicity where possible and appropriate

1. The outcome-oriented - who understands that research is a path to outcome, rather than an end. Our work is to offer evidence-based guidance to the business

1. The business-minded leader - who maintains and evolves the decisioning matrix to evaluate and assess all new and existing concepts/prototypes/pilots; as well, support business decisions with a robust and reliable validation framework to qualify and quantify all prototypes and pilots

1. The advocate - who champions for our users and will have the skills, experience, credibility, and soft-skills to negotiate on their behalf

1. The educator - who helps guide our colleagues towards a more user-centered outlook

1. The learner - who seeks to develop their skills and expertise continuously and take advantage of BCG's learning environment

YOU'RE GOOD AT

• demonstrating a high level of self-motivation to take initiative beyond your normal duties to find creative and effective ways to accomplish tasks
• authoring presentations and conveying research findings, recommendations, and designs to product teams and tribe leadership
• absorbing enormous amounts of information and use it to drive designs and product recommendations at both the squad and tribe level
• developing wireframes, visual mock-ups and user flows that effectively communicate designs and user interactions
• creating rapid prototypes to validate design and process concepts with customers and users
• clear understanding of "good" vs "bad" design, and why
• planning and execution - as a chapter lead you will need to support our Tribes from vision to delivery

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• 8+ years proven experience in a similar role

• You will have a degree in Human-Computer Interaction, Interaction Design, Computer/Information Science, or similar or equivalent practical experience
• Consistent in leading generative and evaluative research, information architecture and interaction design engagements, ideally for a variety of sophisticated digital applications and/or physical and service experiences (This should be demonstrated in your portfolio)
• Experience in hiring, managing and coaching UX teams
• Presentation skills, which can be demonstrated through the presentation of your interactive design portfolio.
• Familiarity with creative design thinking as well as good understanding of UI/UX standard methodologies, information architecture, Gestalt principles, and design psychology

• Understanding of business metrics and to be able to translate company goals and objectives into digital experiences
• Consistent record of accomplishment of leading through influence, building long-term relationships, and building vision, roadmaps, budgets, priorities, and objectives
• Financial literacy and ability to understand how budgets and funding processes impact the Chapter's work
• Knowledge of agile methodologies and ways of working (Scrum, XP, Dev O o ps … ), understanding and applying "servant leader" approach and with the ability to engage in agile ceremonies to provide teams with vital direction and guidance
• Exceptional communications and customer leadership skills

• High-reaching spirit and comfort working within constantly evolving environments
• Proficient in design and prototyping tools (e.g., Adobe Creative Suite, Adobe XD, Sketch, InVision, Figma).

YOU'LL WORK WITH

• Across the UX CoE to ensure that we continuously drive the best UX value and standards, including areas such as a research operations and design systems to enable the UX team to scale .
• Across the agile tribes to influence how they approach hybrid ways of working
• With Tribe Leaders, who you work with to manager chapter resources and ensure a positive collaboration
• With agile coaches and scrum masters, that will support you in incorporating agile principles, approach, and ways of working into your daily routine and who will coach you during the hybrid transformation
• With change managers, who you work with to demonstrate research insights to develop a user-centric change approach ensuring all learning, communications and other adoption practices are grounded in our understanding of the user