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.
