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.

Pay

Compensation is competitive and determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications, and market considerations. For more information, see the KPMG US Careers site at https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=6987_9_26.

Schedule

This is a hybrid work opportunity.

Benefits

KPMG offers a comprehensive compensation and benefits package including a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits to support your mental health. For more details, visit the KPMG US Careers site at https://kpmg.com/us/en/careers/benefits-and-how-we-work.html.

Equal Opportunity Employer

KPMG is an equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws.