At UBB we share values such as trust, equity and inclusion, by taking the responsibility to our employees and to the society extremely seriously. We strive to be a role model by encouraging open dialogue and collaboration and by creating an environment where every employee feels heard and appreciated.

We will be happy if you would share your uniqueness and become part of our team, where together to be First!

Role Purpose

Lead the end‑to‑end design of services across digital and physical channels, ensuring customer journeys are iterative, sequential, holistic, and grounded in real evidence (research, co‑creation, prototyping).

If you have:

• 3-4 + years in Service Design or closely related fields (CX, Business Design, Design Strategy) with a portfolio of shipped services
• Demonstrated expertise in journey mapping, service blueprinting, facilitation, prototyping, and measurement frameworks
• Experience working in Agile product environments; fluency collaborating with Product, UX, Engineering, and Operations
• Tooling: Figma (or equivalent), Jira, Confluence, analytics platforms
• Strong communication in English
• Financial services, banking, insurance, or regulated industries background
• Data‑informed design (experiment design, A/B testing)
• Operating‑model design (roles/RACI, process orchestration, service standards)

And you would like to:

• Frame problem statements from customer and business perspectives; map stakeholders and value exchanges
• Plan and conduct qualitative and quantitative research (interviews, diary studies, analytics review) to surface needs, pain points, and opportunities
• Create service blueprints, journey maps, ecosystem maps, and operational playbooks that sequence touchpoints before, during, and after use
• Facilitate ideation and co‑creation workshops with Product, UX, Ops, Compliance, Legal, IT, and Marketing to align on solution hypotheses and service standards
• Develop prototypes at appropriate fidelity; run usability and service trials; define success metrics and learning plans
• Translate insights into backlog items with acceptance criteria; partner with Product Owners to groom and prioritize for delivery
• Set measurement frameworks; establish dashboards for customer experience and operational outcomes; drive continuous improvement cycles
• Coach squads in service‑design methods; contribute to communities of practice and internal guidelines
• Prepare executive artefacts (one‑pagers, visuals, narratives) to support decision‑making and funding

You will find:

• Excellent opportunities for professional and career development in one of the leading banks in Bulgaria
• Friendly working environment within a team of highly skilled and supportive professionals
• Competitive remuneration
• Various opportunities for learning and further development of the professional skills and competences
• Preferences for the bank products and services
• Additional health insurance
• Life/Accident Insurance
• Food vouchers – 55 EUR
• Referral program
• Additional bonus for important life events
• Hybrid working model and flexible working time (for the employees in Head Office)
• 25 days annual paid leave
• Sport card
• Participation in a solidarity fund which helps employees and their families when necessary

Share your future with us!

Please, send your CV by using the button “Apply for this job” on the bottom of the page.

Only short-listed candidates will be contacted.

All applications will be treated under strict confidentiality. Personal data are under special protection in accordance with the Law for Protection of Personal Data.