Digital Service Designer (Hybrid, 80-100%)

Design, implement, and optimize digital services and capabilities within Customer Service that enhance user experience and improve operational efficiency. 

About the Role

We are looking for a talented Digital Service Designer to join our team. In this role you apply a mixture of design thinking, technical configuration, and change management. 

Key Responsibilities: 
•    Design and develop digital services ensuring they meet business goals and customer needs.  
•    Provide technical expertise in configuring and maintaining service components, which could include adjusting configuration and access to SaaS systems, adjusting training data for machined learned AI solutions, or configuring service catalog items. 
•    Collaborate with stakeholders including business analysts, developers, product owners, and stakeholders. 
•    Drive community engagement through change management and user adoption strategies, such as targeted communications, and content creation on internal collaboration and social media platforms. 
•    Monitor and analyse the performance of digital services, identifying opportunities for enhancement and driving continuous improvement. 

About the Team

In Customer Service we empower our clients and employees by making it quick and easy to get what they need from Swiss Re to thrive in doing their jobs. We are the one place to go to get help internally and externally. Boosted by AI and digital self-service we are a passionate, global team which drives innovation to create outstanding customer experiences, leverage scaling effects and foster talent in an agile digital world.

As a member of the Service Design & Adoption team, you work in one of the products in the Customer Service area. Your work ensures that new solutions are not only well-designed but also effectively integrated and embraced by the organization.  

About You 

You are creative with an eye for good design and an understanding of customer and business needs. You have a proactive and innovative mindset; you want to know how systems work and how you can improve them. Flexibility and curiosity play a role in your ability to learn new skills quickly.  

Essentials: 
•    Experience: Strong background in digital service design, with experience in both technical and creative aspects. 
•    Technical skills: Proficiency or aptitude for low-code/no-code development, configuration, and customization.  
•    Design Thinking: demonstrated experience applying user experience (UX) research and design thinking principles to create user-centered digital solutions. 
•    Communication skills: excellent verbal and written communication skills with the ability to clearly articulate concepts to end users, stakeholders and developers.  

Nice to Haves: 
Knowledge and hands-on experience with: 
•    Low code development in ServiceNow, NICE, HTML, CSS, Javascript. 
•    UI design with Figma or similar prototyping tools. 
•    Written and visual content creation with video making tools like Movavi or Powtoon, SharePoint communication sites or similar CMS tools, Viva Engage, MS Forms.  
•    Internal communication and/or change management methodologies and techniques. #LI-Hybrid

We are looking forward to your application!

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