Service Design

Join us, and redesign how customers experience financial services!

Location: Warszawa 

As a Service Design, you will be working for our client, a leading bank and financial institution offering a wide range of services to individuals, small businesses, and large corporations. You will join a team supporting Customer Experience initiatives during the long-term absence of one of its key employees. Your main task will be to independently lead service design projects in collaboration with a business leader, including planning, research, analysis, and implementation of recommended solutions that have a real impact on customer service quality.

Your main responsibilities: Leading CX and service design projects from analysis to implementation

• Have at least 3 years of experience in CX or service design projects
• Are capable of independently managing projects from discovery to delivery
• Have solid knowledge of the service design process and its tools
• Have experience working closely with business units
• Work well in a team and in a complex organizational environment
• Think analytically and can derive insights from data
• Easily create presentations and reports to support business decisions
• Manage projects efficiently and organize your work effectively
• Have at least B2-level proficiency in English
• Communicate effectively and build lasting relationships with stakeholders

You’re ideal for this role if you have:

• Experience creating empathy maps and customer journey maps
• Proficiency in tools such as Miro, Figma, or other ideation platforms
• Ability to conduct user experience research
• Familiarity with Agile or Scrum methodologies
• Knowledge of customer psychology and behavioral design principles
• Experience working in the financial or regulated industry
• Ability to work under pressure and in a dynamic environment
• Certifications in UX, CX, or design thinking
• Experience facilitating workshops with clients and stakeholders
• Familiarity with analytics tools such as Google Analytics or Hotjar

It is a strong plus if you have:

• Familiarity with financial services data domains and regulatory reporting needs
• Experience working in Agile or DevOps environments
• Understanding of cloud-based data platforms (e.g., AWS, Azure, GCP)
• Knowledge of data warehouse and data lake design principles
• Exposure to master data management and reference data modelling

#GETREADY  to meet with us!

We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data. You can always also apply by sending us an email at recruitment@itds.pl.

Internal number #7445