We are looking for a visionary and highly experienced **Chief Service Designer** to lead and shape the creation of transformative service experiences, drive strategic organizational impact, and champion the integration of innovative technologies, including AI, into business processes. This role will demand a proven track record of leadership, advanced expertise in service design, and the ability to influence and align diverse stakeholders across the enterprise.
**Responsibilities**
- Define and lead the vision for enterprise-wide service design strategies, ensuring alignment with organizational goals and long-term growth objectives
- Conduct and oversee qualitative and quantitative research to uncover deep insights into user needs, challenges, and opportunities, translating findings into high-level strategic initiatives that drive value across the organization
- Establish and enforce frameworks, governance, and best practices for integrating AI technologies (e.g., Microsoft Copilot) into complex workflows
- Design scalable processes, develop adoption strategies, and measure performance outcomes on an ongoing basis
- Develop and communicate high-impact narratives for executive audiences, leveraging advanced storytelling techniques to articulate the value and impact of service design initiatives on business performance
- Advocate for user-centered design principles by guiding cross-functional teams, including senior leadership, in understanding and prioritizing the user experience throughout decision-making processes
- Oversee the creation, curation, and maintenance of comprehensive documentation that supports organizational knowledge-sharing and ensures consistency in tone, structure, and messaging across all service design initiatives
- Partner with the Organizational Change Management (OCM)



team to design and implement high-level change enablement strategies, including identifying key barriers to adoption and integrating feedback loops for continuous improvement
- Guide the development of current-state and future-state journey maps at both strategic and operational levels, facilitating discussions with stakeholders to reimagine and transform critical workflows
- Lead and mentor a cross-functional team of designers, researchers, and strategists, fostering growth and developing talent to build a world-class service design practice within the organization
- Proactively identify emerging trends in technology, user behavior, and design innovation to evolve and future-proof enterprise service offerings
**Requirements**:
- Proven experience of over 7 years in UX research, service design, or digital communication, with a portfolio demonstrating leadership in large-scale projects and successful organizational impact
- Leadership and management experience exceeding 2 years, including the ability to influence and align senior stakeholders and cross-functional teams
- Exceptional storytelling, writing, and presentation skills with the ability to synthesize and simplify complex concepts for diverse audiences, including C-suite executives
- Deep expertise in AI technologies and their integration into enterprise ecosystems, with a track record of delivering successful AI-driven transformations
- Proficiency in collaboration tools such as Mural,



Microsoft 365, SharePoint, and Teams, with advanced competency in journey mapping and workflow optimization tools
- Proven ability to design and implement enterprise-level journey maps and strategic blueprints that deliver measurable results
- Extensive experience working across integral teams, functions, and organizational levels, with a strong ability to influence without direct authority
- Highly analytical and strategic thinker with a proactive, problem-solving mindset able to operate effectively in highly complex and ambiguous environments
- Strong organizational and project management abilities, with a detail-oriented approach to managing competing priorities in a fluid environment
- Fluency in English at a C1 level or higher for high-stakes communication and collaboration across diverse teams
**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
- G

📌 Chief Service Designer (México)
🏢 Epam Systems
📍 México