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
• Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment

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