Description

Management Level

Manager

Job Description & Summary

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions.

In user experience design at PwC, you will focus on the process of creating and enhancing the overall experience that users have when interacting with a product, system, or service.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

Analyse and identify the linkages and interactions between the component parts of an entire system.
Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
Develop skills outside your comfort zone, and encourage others to do the same.
Effectively mentor others.
Use the review of work as an opportunity to deepen the expertise of team members.
Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

As a Service Designer, you will play a key role in defining, maintaining, and aligning the service vision across multiple teams. You will ensure that all digital and non-digital touchpoints contribute to a cohesive, user-centred experience, translating high-level service strategies into intuitive UX/UI interactions. You will work across multiple Agile squads and business units, ensuring alignment between business goals, user needs, and technical feasibility, while driving service innovation and continuous optimisation.

Core Areas of Impact

Define & Maintain the Service Vision

Ensure all teams deliver a consistent, seamless service experience across digital and offline channels.
Act as the guardian of service principles, ensuring they guide product and design decisions.
Maintain alignment between service strategy, product roadmaps, and delivery teams.

Experience Mapping & Service Blueprints

Map end-to-end journeys, identifying cross-team dependencies and touchpoints.
Develop service blueprints that connect frontstage UX/UI interactions with backstage operational processes.
Ensure digital designs are informed by real-world service workflows.

Cross-Team Collaboration & Agile Alignment

Work across multiple squads to ensure UX/UI, product, business and technical/development teams are aligned.
Provide journey-level insights that help UX/UI teams shape feature-level designs.
Ensure backlog prioritisation considers holistic service dependencies.

User Research & Data-Driven Decision Making

Conduct qualitative and quantitative research to validate service improvements.
Use data-driven insights to prioritise and refine user journeys.
Prototype and test service-level improvements to inform product development.

Facilitation & Stakeholder Engagement

Run co-creation workshops to drive alignment between design, product, technical/development and operations.
Collaborate with cross-functional teams to resolve experience gaps and inefficiencies.

Service Optimisation & Continuous Improvement

Drive continuous iteration and optimisation based on user feedback and performance metrics.
Ensure the service evolves alongside changing business and user needs.

Key Responsibilities

Maintain and evolve the service vision, ensuring product teams deliver a cohesive, user-centred experience.
Define, map, and continuously refine end-to-end journeys, ensuring alignment across Agile squads and workstreams.
Develop service blueprints that connect UX/UI designs with backend systems, workflows, and customer support.
Act as a bridge between UX/UI, product, business and development teams, ensuring the app’s interface and interactions align with the overarching service vision.
Facilitate workshops and drive cross-team alignment to resolve dependencies and optimise workflows.
Conduct research and usability testing, ensuring service improvements lead to measurable business and user outcomes.
Support backlog prioritisation, balancing desirability (user needs), viability (business impact), and feasibility (technical constraints).
Advocate for service-led decision-making, ensuring that teams consider the entire ecosystem, not just digital interactions.

Key Skills & Experience

Expertise in service design methodologies (journey mapping, blueprinting, systems thinking).
Ability to conduct high-level design to define core service structures and flows before detailed UX/UI execution.
Experience aligning multi-disciplinary teams (design, development, operations, business).
Strong facilitation and stakeholder engagement skills, with the ability to drive alignment across multiple squads.
Deep understanding of UX/UI principles and how interfaces connect to broader service flows.
Research and data analysis capabilities to inform evidence-based decision-making.
Familiarity with Agile delivery methods, including product roadmaps, backlog prioritisation, and iterative development.

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

Job Posting End Date

April 17, 2025

OYOPO

Service Designer

Description