Service Designer

As a Service Designer at Ubisoft, you will be instrumental in shaping services from concept to delivery. Your role involves understanding player needs and operational challenges to design end-to-end services that balance player experience, efficiency, and scalability. Utilizing ITIL 4 dimensions, you will craft service concepts and translate them into detailed, operable designs, defining processes, roles, and costs. This position is for someone passionate about solving complex problems and connecting player experience with operational excellence.

Must Have

• Discover and define new service opportunities based on player demand, business priorities, and live operational needs.
• Create clear and compelling service design concepts that show how player value will be delivered.
• Collaborate with teams across Live Ops, Technology, and Player Experience to refine and validate service designs.
• Develop detailed processes, roles, and responsibilities that translate design into delivery.
• Use service blueprints, value stream mapping, and ITIL principles to ensure nothing’s missed.
• Draft service agreements that align stakeholders and set clear expectations for delivery and performance.
• Support the transition of new services into live operation and identify opportunities for continuous improvement.
• Experience in service design, experience design, or a similar role.
• Strong skills in process design and documentation.
• Familiarity with ITIL 4 and the principles of holistic service design.
• Great collaboration and communication skills.
• A balance of analytical and creative thinking.
• Customer Interactions work, related experience and exceptional organizational skills.
• Excellent analytical and reporting skills, rigorous attention to detail.
• Excellent communication skills including ability to give clear direct feedback, set clear expectations and connect with people on a personal level.

Good to Have

• Experience in a live game or player support environment.
• Knowledge of service blueprinting, value stream mapping, or human-centered design.
• A passion for games and an understanding of what great player experience feels like.
• Experience of Journey Mapping.
• Experience with BPMN.

Perks & Benefits

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25 days of holiday

Job Description

As a Service Designer, you’ll help shape how our services come to life — from concept to delivery. You’ll explore the “why” behind player needs and operational challenges, and design end-to-end services that balance player experience, efficiency, and scalability.

Using the ITIL 4 dimensions (Organizations & People, Information & Technology, Partners & Suppliers, and Value Streams & Processes), you’ll craft service concepts that are grounded in reality but driven by player experience. Once approved, you’ll turn those concepts into detailed, operable designs that define the processes, roles, and costs needed to make them real.

If you love solving complex problems, designing services that make sense, and connecting player experience with operational excellence, this is your stage.

Responsibilities

• Discover and define new service opportunities based on player demand, business priorities, and live operational needs.
• Create clear and compelling service design concepts that show how player value will be delivered.
• Collaborate with teams across Live Ops, Technology, and Player Experience to refine and validate service designs.
• Develop detailed processes, roles, and responsibilities that translate design into delivery.
• Use service blueprints, value stream mapping, and ITIL principles to ensure nothing’s missed — from front-end experience to back-end support.
• Draft service agreements that align stakeholders and set clear expectations for delivery and performance.
• Support the transition of new services into live operation and identify opportunities for continuous improvement.

Qualifications

Essential

• Experience in service design, experience design, or a similar role where you’ve shaped how things work end-to-end.
• Strong skills in process design and documentation — you know how to turn a player journey into a service flow that teams can run.
• Familiarity with ITIL 4 and the principles of holistic service design.
• Great collaboration and communication skills — you’re comfortable bringing different disciplines together around a shared vision.
• A balance of analytical and creative thinking — you can zoom out to see the big picture and zoom in to make it operational.

Bonus Points For

• Experience in a live game or player support environment.
• Knowledge of service blueprinting, value stream mapping, or human-centered design.
• A passion for games and an understanding of what great player experience feels like.

Qualifications/Experience

• Customer Interactions work, related experience and exceptional organizational skills. (required)
• Experience of Journey Mapping (desired)
• Experience with BPMN (desired)
• Excellent analytical and reporting skills, rigorous attention to detail
• Excellent communication skills including ability to give clear direct feedback, set clear expectations and connect with people on a personal level

Additional Information

We embrace a hybrid work model helping you stay connected with your team and aligned with business priorities, while giving you the opportunity to maintain your work-life balance. Please note that some roles are fully office-based and are not eligible for hybrid working.

Benefits

With Ubisoft CRC, you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25 days of holiday

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.