Senior Associate, Service Designer (Gen AI Experience)

Responsibilities

• Conduct holistic research to understand the needs and behaviors of both customers and employees, mapping the complete service ecosystem and its various actors
• Design end-to-end service blueprints and multi-channel journey maps that orchestrate front-stage (customer-facing) and back-stage (operational) processes for seamless service delivery
• Translate strategic insights and user needs into tangible service concepts, defining how technology, business processes, and human interactions align to deliver value
• Facilitate collaborative design thinking sessions with cross-functional stakeholders to co-create, visualize, and improve new and existing services
• Develop and test service prototypes through pilots and simulations, gathering feedback to refine the service model and ensure its desirability, viability, and feasibility before implementation

Qualifications

• Minimum three years of recent professional experience and strong command of service design principles with a passion for creating innovative, user-focused experiences
• Bachelor's degree from an accredited college or university is required
• Knowledge of generative AI technologies and their applications; a portfolio with GenAI work is a significant plus
• Excellent communication and interpersonal skills for effective collaboration
• Demonstrated ability to think critically and devise solutions for complex problems
• Experience contributing to an Agile design and development environment

Benefits

KPMG offers a comprehensive compensation and benefits package including:

• Medical and dental plans
• Vision coverage
• Disability and life insurance
• 401(k) plans
• A robust suite of personal well-being benefits to support your mental health

Depending on job classification, standard work hours, and years of service, KPMG provides Personal Time Off per fiscal year. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year and provides eligible employees two breaks each year where employees will not be required to use Personal Time Off; one is at year end and the other is around the July 4th holiday.

Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work.