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Your field of responsibility
In our mission to become more employee centric, data-driven, and agile, we have recently established a new Employee Experience and Journey team (EX-team) within Credit Suisse. It is a multi-disciplinary team of Designers, Researchers and Managers and plays an integral part in the evolution of the People Function and shift towards a Human-centered way of working.
In this brand-new role, you`ll report to the Head of Employee Experience and work with him and the People COO to identify opportunities to improve, redesign and innovate experiences and services as well as cost savings. You will be responsible for managing the Employee Experience Design Strategy and for leading/governing multiple projects, prioritizing the right employee journeys and improvement opportunities. As a Service Design Lead, you will drive and connect all service design activities across projects, managing the EX-team and leveraging the squads (multi-disciplinary project teams), and are expected to represent depth in the craft of service design as an individual contributor but also as a mentor and guide for more junior colleagues.
Your future colleagues
The Employee Experience team sits within the People COO function which drives the strategic development of the People function and enablement of Credit Suisse employees worldwide. We work across the People function and the bank, leveraging agile project teams (squads), and interact globally with, the Business User solution team (IT), the People Analytics team, HR Business Partners, and the squads to design, develop and deliver human-centered and data-driven solutions.
This is an exciting and rare opportunity to work across a large and varied number of employee touch points and rewrite the rules on how to design and deliver differentiated employee experiences that meet our employees needs, and make a positive difference to how our employees feel and connect with the Credit Suisse brand. Join the team and let's shape the future of Credit Suisse together.
This position offers remote working opportunities for an agreed amount of days per week.
Your skills and experience
For this demanding role, we are looking for a colleague who offers the following:
Proven track record of shaping a service design strategy and delivering concepts,10+ years within Experience Design; Service Design/Human-centered Design within a large and complex customer/employee-focused organization
Experience in leading a Customer Experience and/or Employee Experience team
Practiced in lean, agile and user-centered design processes and ways of working, and ability to lead multi-disciplinary teams to design, prototype and build multi-channel services
Demonstrated hands-on experience with all parts of the service design journey including planning, user research, journey mapping, opportunity identification, stakeholder management, service process redesign and communication
Comfortable working on and managing multiple projects simultaneously - preferring a mix of strategic and design work
Strong competency in process redesign and the ability to map the service experience of the customer and/or employee and define how the internal organization (processes) needs to change, using service blueprinting
Ability to work across end-to-end design lifecycle from strategy, ideation, information architecture, wireframes/prototypes, UX content, creation, quality assurance and experience transformation governance (ensuring final products services meet the strategy and match designs)
Exceptional communication skills – you’re confident in presenting and justifying design decisions and can communication clearly and translate ideas to senior stakeholders and team members
Proficient in relevant tools (Invision, Sketch, Figma/FigJam, Mural, Miro
Fluency in English
Dedication to fostering an inclusive culture and value diverse perspectives
Your new employer
Find a new home for your skills, ideas, and ambitions. Credit Suisse offers you the ideal environment to progress your career, attractive benefits and excellent training.
We are a leading wealth manager with strong global investment banking capabilities founded in 1856. Headquartered in Zurich, Switzerland, and with more than 45,000 employees from over 150 nations, we are always looking for motivated individuals to help us shape the future for our clients.
Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success. We are committed to building a culture of inclusion with a deep sense of belonging for all of us. We will consider flexible working opportunities where possible. Our bank provides reasonable accommodations to qualified individuals with disabilities, as well as those with other needs or beliefs as may be protected under applicable local law. If you require assistance during the recruitment process, please let your recruiter know.