Employee Experience Service Design - Team Lead

Overview:

SOFTSWISS is looking for an Employee Experience Service Design Team Lead - someone who can design the employee journey as a real product that drives business impact: helping people onboard faster, stay longer, and feel truly engaged in what we build together. We’re not looking for a “process owner.” We need a researcher and designer who can turn employee experience into a product: modern, flexible, and measurable.

Purpose of the role:

Your mission in this role is to shape an employee journey that gets new hires productive faster, helps people stay and grow with the company, and makes every interaction with SOFTSWISS strengthen our culture instead of draining energy. You’ll identify where we lose motivation or momentum and turn those gaps into solutions: services, rituals, and new formats. Your work will directly impact time-to-productivity, early attrition, retention, and engagement.

Key responsibilities:

• Map and continuously update the employee journey: from first touchpoints (preboarding) to farewell. See the whole picture and identify moments that truly impact engagement, productivity, and retention.
• Run employee research: interviews, focus groups, surveys, analytics - blending qualitative and quantitative insights.
• Generate and test hypotheses: create prototypes, pilot services and rituals before scaling.
• Design touchpoints and rituals: formats that make our values and culture visible in daily work (welcome days, buddy programs, recognition mechanics, team rituals).
• Create artefacts: journey maps, service blueprints, user flows that help teams see and improve their contribution to the overall journey.
• Pilot and iterate: test quickly, gather feedback, scale what works.
• Own EX metrics: track eNPS, early attrition, onboarding satisfaction, time-to-productivity, retention, and engagement.
• Work cross-functionally: align HRBP, Talent Development, Internal Comms, leaders, and other teams so their processes connect into one seamless journey.
• Lead a small team: set goals, coach, and keep focus on the big picture.
• Drive business outcomes: show how changes in employee experience impact ROI of hiring, productivity, and retention.

Required Experience:

• 5+ years in service design, employee experience, CX/UX, or consulting.
• Experience with research (qualitative and quantitative).
• Strong design thinking and prototyping skills.
• Ability to visualize processes (journey maps, service blueprints, user flows).
• Skilled in cross-functional collaboration (HR, leaders, IT, marketing).
• Excellent English (Russian is a strong plus).

Nice to have:

• Experience in global or distributed companies.
• Knowledge of HR metrics and engagement tools.
• Facilitation and workshop design skills.

Our Benefits:

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events.