Lead Service Designer

We are seeking an experienced and innovative **Lead Service Designer**to drive the creation of exceptional service experiences through user-centered design and strategic collaboration. This role will require a blend of research, storytelling, and process optimization to enhance workflows, including the integration of AI technologies.

**Responsibilities**
- Conduct qualitative and quantitative research to understand user needs and pain points. Synthesize findings into actionable insights that guide service designs, operational enhancements, and communication strategies
- Partner with cross-functional teams to develop standardized workflows for integrating AI tools (e.g., Microsoft Copilot) into business processes. Document practices, create training resources, and define success metrics to advance adoption
- Craft strategic, engaging narratives to communicate the impact and evolution of initiatives across the organization. Develop both written and visual content that resonates with executive audiences and aligns with organizational goals
- Create and maintain clear, consistent documentation to support ongoing and future projects. Ensure alignment in tone, structure, and messaging across internal and external-facing materials
- Collaborate with the Organizational Change Management (OCM) team to facilitate smooth transitions into new workflows, especially those involving AI. Assist with summarizing feedback, training materials, and team adoption strategies
- Build current-state and future-state journey maps to visualize processes and user experiences. Collaborate with service owners and design teams to define improved workflows and transformation strategies

**Requirements**:

- Proven experience of over 5 years in UX research, service design, or digital communication
- Leadership experience exceeding 1 year applicable to the role
- Strong storytelling and writing skills, with the ability to translate complex concepts into compelling narratives
- Familiarity with AI tools and their integration into enterprise environments
- Proficiency in tools like Mural, Microsoft 365, SharePoint, and Teams
- Ability to create and interpret journey maps, using these as a foundation to design future-state processes collaboratively
- Exceptional collaboration skills, with experience working across functions, geographies, and organizational levels
- Proactive and adaptable, with a problem-solving mindset and the ability to navigate ambiguity
- Strong organizational abilities and attention to detail
- English level B2+ for effective communication

**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Monthly non-taxable amount for the electricity and internet bills

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.