Service Designer:in mit Schwerpunkt UX Writing (w/m/d)

📍 Job Overview

Job Title: Service Designer:in mit Schwerpunkt UX Writing (w/m/d)

Company: LUKB

Location: Switzerland

Job Type: Full-time

Category: Service Design / UX Writing

Date Posted: August 19, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• Holistic Customer Journey Design: Craft end-to-end customer journeys and services across all touchpoints to ensure compelling customer experiences.

• UX Writing & Content Strategy: Develop and advance UX writing standards, tonality, and terminology to create consistent, customer-centric communication.

• User-Centered Design Implementation: Pragmatically apply service design and user-centered design methodologies to translate user insights into concrete improvements.

• Interdisciplinary Collaboration & Stakeholder Management: Facilitate collaboration among diverse departments to drive solutions and advocate for the customer perspective.

📝 Enhancement Note: While the title suggests a focus on Service Design, the explicit emphasis on UX Writing, content strategy, and information architecture indicates a significant specialization within this role. This is not a generalist Service Designer position but one that requires strong content creation and communication design skills. The target candidate will bridge complex products/processes with user needs through clear, effective language.

📈 Primary Responsibilities

• Design holistic customer journeys and services, ensuring seamless integration across all customer touchpoints.

• Conduct customer interviews and user tests to gather insights, and translate these findings into actionable improvements within interdisciplinary teams.

• Analyze complex products and processes to develop customer-oriented content and information structures that enhance user navigation and task completion.

• Define and advocate for the customer perspective, justifying linguistic and conceptual decisions to various departments.

• Develop and refine UX writing standards, establish a consistent tonality, and maintain a unified terminology across all communications.

• Create principles, templates, and best practices to ensure consistent and effective communication.

• Drive the sustainable implementation of good UX principles beyond individual projects, embedding them into products, processes, and services.

• Facilitate pragmatic application of service design and user-centered design methods to bring different departments together for concrete solutions.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on both strategic design thinking (customer journeys, service design) and tactical execution (UX writing, content development, user testing). The role acts as a bridge between technical complexity and user understanding, requiring strong analytical and communication skills.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a background in Design (e.g., Interaction Design, Communication Design), HCI, Linguistics, Psychology, or a related field is highly beneficial for understanding user behavior and crafting effective communication.

Experience: 2-5 years of experience in Service Design, UX Design, UX Writing, Content Strategy, or a closely related field is expected for this mid-level position. Proven experience in translating complex information into user-friendly content and designing customer journeys is crucial.

Required Skills:

• Service Design: Expertise in end-to-end customer journey mapping, service blueprinting, and experience design.

• UX Writing: Proficient in crafting clear, concise, and user-centric copy for digital products and services.

• User-Centred Design (UCD): Strong understanding and application of UCD principles and methodologies.

• User Research: Experience conducting user interviews, usability testing, and other qualitative research methods.

• Content Strategy: Ability to develop content frameworks, define tonality, and manage terminology.

• Information Architecture: Skills in structuring information logically to improve user navigation and findability.

• Interdisciplinary Collaboration: Proven ability to work effectively with diverse teams (e.g., developers, product managers, marketing).

• Stakeholder Management: Experience presenting concepts, advocating for user needs, and gaining buy-in from various departments.

• Process Optimization: Ability to analyze complex processes and identify areas for user experience improvement.

Preferred Skills:

• Experience developing and implementing UX writing standards and style guides.

• Familiarity with agile development methodologies.

• Knowledge of design thinking principles.

• Proficiency in relevant design and prototyping tools.

• Experience in the financial services industry.

📝 Enhancement Note: The combination of Service Design and UX Writing necessitates a candidate who can not only map out user flows but also articulate them effectively through language. The "pragmatic application" of methods suggests a need for efficiency and results-orientation, rather than purely theoretical exploration.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Customer Journey & Service Design Examples: Showcase end-to-end journey maps, service blueprints, or similar artifacts demonstrating your approach to holistic service design.

• UX Writing Samples: Provide clear examples of UX copy for various contexts (e.g., microcopy, error messages, onboarding flows, UI text) that highlight clarity, conciseness, and user-centricity.

• User Research & Testing Case Studies: Include case studies detailing user research methodologies employed, key insights derived, and how these insights informed design or content decisions.

• Process Improvement Demonstrations: Present examples where you have analyzed complex processes or products and transformed them into user-friendly experiences through content and design.

• Standards & Guidelines Development: If applicable, showcase examples of UX writing guidelines, tonality frameworks, or terminology databases you have developed.

Process Documentation:

• Workflow Design & Optimization: Demonstrate how you approach mapping out user flows and optimizing them for better user experience and task completion.

• Content Creation & Iteration: Illustrate your process for creating, reviewing, and iterating on UX copy based on user feedback and business objectives.

• User Insight Translation: Explain your methodology for translating qualitative user research findings into concrete design and content recommendations.

📝 Enhancement Note: A strong portfolio is critical for this role. Candidates should focus on showcasing tangible results and the process behind them, particularly how they've used UX writing to solve user problems and improve processes. Demonstrating the ability to advocate for and implement UX writing standards will be a key differentiator.

💵 Compensation & Benefits

Salary Range: For a mid-level Service Designer with UX Writing specialization in Switzerland, a competitive annual salary would typically range from CHF 90,000 to CHF 120,000. This estimate is based on industry benchmarks for similar roles in the Swiss market, considering the experience level (2-5 years) and the specialized skillset required. Factors such as specific location within Switzerland, the candidate's precise experience, and the company's compensation philosophy can influence the final offer.

Benefits:

• Comprehensive Health Insurance: Standard Swiss health coverage.

• Retirement Planning: Contributions to a pension fund (e.g., 2nd pillar).

• Paid Time Off: Generous annual leave allowance, typically 25-30 days.

• Professional Development: Opportunities for training, workshops, and conferences related to Service Design and UX Writing.

• Work-Life Balance Initiatives: Policies promoting a healthy work-life balance.

• Employee Discounts: Potential discounts on LUKB products or partner services.

• Modern Work Environment: Access to contemporary office facilities and tools.

Working Hours: The role specifies 40 hours per week, which is standard for a full-time position in Switzerland. There may be some flexibility in start and end times, but the role is primarily on-site, requiring consistent presence.

📝 Enhancement Note: The salary range is an estimation for Switzerland. LUKB is a cantonal bank, suggesting a stable and established employer with competitive benefits typical for the Swiss financial sector. The on-site requirement is important to note for candidates seeking remote flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking/Financial Services. LUKB (Luzer Kantonalbank) operates within the highly regulated and customer-centric financial sector. This industry demands a strong focus on trust, security, clarity, and user experience, especially as digital transformation accelerates.

Company Size: LUKB is a significant cantonal bank, indicating a medium to large organization with established processes and a substantial employee base. This size often means opportunities for structured career paths, but also a need for individuals who can navigate larger organizational frameworks.

Founded: As a cantonal bank, LUKB has a long history, implying a stable organizational structure and a deep understanding of its customer base and regional market. This history may also mean a blend of traditional banking practices with ongoing digital innovation efforts.

Team Structure:

• The Service Designer will likely be part of a broader UX, Digital, or Product Development team.

• This team will collaborate closely with various business units, IT departments, and potentially marketing or customer service.

• The reporting structure will likely involve a Head of UX, Digital Product Manager, or a similar leadership role overseeing user experience initiatives. Methodology:

• Data-Driven Decision Making: Utilizing user research, analytics, and customer feedback to inform design and content choices.

• Agile & Iterative Development: Employing agile methodologies for project execution, allowing for flexibility and continuous improvement.

• Cross-Functional Collaboration: Fostering a collaborative environment where different departments work together to achieve common goals.

Company Website: https://www.lukb.ch/ (Note: The provided URL was for careers, this is the main corporate site for context.)

📝 Enhancement Note: Working within a cantonal bank means the role will be influenced by regulatory requirements and a strong emphasis on customer trust and security. The "pragmatic application" of methods suggests an environment that values getting things done efficiently while maintaining high standards, typical for established financial institutions undergoing digital transformation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at the Mid-Level (2-5 years of experience). It requires a solid understanding of Service Design principles and practical experience in UX Writing. The candidate is expected to contribute independently to projects and begin shaping standards, rather than just executing tasks.

Reporting Structure: The Service Designer will likely report to a manager overseeing UX, Digital Product, or Customer Experience. They will collaborate closely with product owners, developers, marketing teams, and subject matter experts from various business units. This structure allows for exposure to different parts of the organization and diverse project types.

Operations Impact: The role has a direct impact on customer satisfaction and operational efficiency. By improving customer journeys and making complex information accessible through effective UX writing, this position contributes to:

• Increased customer adoption and retention.

• Reduced customer support inquiries.

• Enhanced brand perception and trust.

• Smoother internal processes by providing clear user interfaces and content. Growth Opportunities:

• Specialization: Deepen expertise in UX Writing, Content Strategy, or Service Design, potentially leading to senior or lead roles in these areas.

• Leadership: Progress to a Senior Service Designer or UX Lead position, mentoring junior team members and taking on more complex strategic initiatives.

• Cross-Functional Expertise: Gain broader experience across different departments within LUKB, potentially moving into Product Management or Digital Strategy roles.

• Process Improvement Leadership: Lead initiatives to develop and standardize UX practices, content guidelines, and service design methodologies across the organization.

📝 Enhancement Note: The growth path emphasizes deepening specialization or expanding into broader leadership and strategic roles within LUKB's digital transformation efforts. The focus on developing standards suggests a path towards influencing organizational processes.

🌐 Work Environment

Office Type: On-site. The role is based at LUKB's physical locations in Switzerland. This indicates a traditional office environment that may offer opportunities for in-person collaboration, team building, and direct mentorship.

Office Location(s): Switzerland. Specific office locations would need to be confirmed, but typically cantonal banks have main branches and administrative centers. Candidates should research LUKB's primary operational hubs.

Workspace Context:

• Collaborative Spaces: The office environment likely includes meeting rooms and common areas designed for teamwork and brainstorming sessions, crucial for service design workshops.

• Tools & Technology: Access to standard office technology, design software, and potentially specialized UX/service design tools provided by LUKB.

• Team Interaction: Frequent opportunities for direct interaction with colleagues from UX, product teams, IT, and business units, fostering a dynamic and communicative work setting.

Work Schedule: The standard 40-hour work week is typical for Switzerland. While the role is on-site, LUKB may offer some degree of flexibility in daily working hours, which is common in Swiss corporate environments.

📝 Enhancement Note: The on-site nature of the role is a key factor. It suggests an environment that values face-to-face collaboration, which can be highly beneficial for service design workshops and building strong cross-functional relationships.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess qualifications and relevant experience.

• Hiring Manager Interview: Discussion about your experience, approach to service design and UX writing, and alignment with the role's responsibilities.

• Portfolio Presentation/Workshop: A session where you present your portfolio, potentially involving a practical exercise or case study discussion related to designing a customer journey or improving UX copy.

• Team/Stakeholder Interviews: Meetings with potential colleagues and stakeholders from different departments to assess collaboration skills and cultural fit.

• Final Interview: Potentially with a higher-level manager to discuss overall fit and career aspirations.

Portfolio Review Tips:

• Showcase Process & Impact: For each project, clearly articulate the problem, your role, the process you followed (research, ideation, design, writing), and the tangible outcomes or impact achieved.

• Highlight UX Writing Specifics: Include examples where your UX writing directly improved usability, clarity, or task completion. Demonstrate your ability to adapt tonality and style to different contexts.

• Demonstrate Holistic Thinking: Show how your UX writing integrates with the broader customer journey and service design.

• Explain Your Reasoning: Be prepared to walk through your decisions, especially your linguistic and conceptual justifications for content choices.

• Tailor to LUKB: If possible, research LUKB's current digital offerings and consider how your skills could address potential user experience challenges or opportunities.

Challenge Preparation:

• Service Design Scenario: Be ready to discuss how you would approach designing a new digital service or improving an existing customer journey for a banking product.

• UX Writing Task: You might be asked to rewrite existing copy, critique provided text, or write copy for a specific user scenario. Focus on clarity, conciseness, and user-centricity.

• Process Analysis: Prepare to discuss how you would analyze a complex banking process from a user's perspective and identify areas for simplification through design and content.

📝 Enhancement Note: The interview process will heavily rely on evaluating practical skills through portfolio review and potential case studies. Candidates should be prepared to demonstrate not just what they've done, but how and why, with a clear focus on user outcomes and process improvement.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Tools: Proficiency in tools like Figma, Sketch, Adobe XD, or similar for creating wireframes, mockups, and prototypes.

• Service Design Tools: Familiarity with tools for journey mapping, service blueprinting, and persona creation (e.g., Miro, Mural, Smaply, or specialized software).

• User Research Platforms: Experience with tools for conducting surveys, usability testing, and managing user feedback (e.g., UserTesting.com, SurveyMonkey, Qualtrics).

Analytics & Reporting:

• Web Analytics: Understanding of tools like Google Analytics or Adobe Analytics to track user behavior and measure the impact of design and content changes.

• Data Visualization Tools: Familiarity with tools like Tableau or Power BI for presenting data insights to stakeholders.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how CRM data informs customer journeys and personalization is beneficial. Familiarity with systems like Salesforce or Microsoft Dynamics could be a plus.

• Content Management Systems (CMS): Experience with CMS platforms for managing website content and digital assets.

📝 Enhancement Note: The specific tools LUKB uses will vary, but proficiency in industry-standard design and collaboration platforms is essential. The emphasis on analyzing complex products and processes suggests that analytical tools for understanding user behavior and system performance will also be relevant.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs, ensuring that all designs and content prioritize the user experience.

• Collaboration: A strong belief in teamwork and cross-functional partnerships to achieve shared goals and deliver integrated solutions.

• Quality & Precision: A dedication to high standards in both design execution and linguistic accuracy, especially critical in the financial sector.

• Innovation & Improvement: A drive to continuously seek better ways of doing things, whether through new design approaches, refined content strategies, or optimized processes.

• Pragmatism: An ability to apply methodologies effectively and efficiently to achieve tangible results, balancing ideal solutions with practical implementation.

Collaboration Style:

• Workshop-Facilitation: Actively engaging diverse teams in workshops to co-create solutions and gather input.

• Cross-Functional Communication: Maintaining open and clear communication channels with product, IT, marketing, and business units.

• Feedback Integration: Openness to constructive feedback and a systematic approach to integrating insights from various stakeholders and user research.

• Knowledge Sharing: A culture that encourages sharing best practices, learnings, and resources to elevate the overall UX and content quality within the organization.

📝 Enhancement Note: The values emphasize a blend of user advocacy, collaborative execution, and a commitment to quality—hallmarks of a professional UX and Service Design team. The "pragmatic" approach suggests a focus on delivering value efficiently.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business/Regulatory Constraints: Navigating the complexities of the financial industry, where user experience must align with strict regulations and business objectives.

• Standardization Across Diverse Products/Services: Ensuring consistent UX writing and service design principles are applied across a wide range of LUKB's offerings.

• Translating Complex Financial Concepts: Simplifying intricate financial products and processes into easily understandable language and intuitive user experiences.

• Driving Organizational Change: Advocating for and embedding new UX and content standards within an established financial institution.

Learning & Development Opportunities:

• Specialized Training: Access to courses and certifications in advanced Service Design techniques, UX Writing, Content Strategy, or related fields.

• Industry Conferences: Opportunities to attend relevant UX, design, and banking technology conferences to stay abreast of industry trends.

• Mentorship Programs: Potential for mentorship from senior UX/design leaders within LUKB or through external professional networks.

• Cross-Departmental Projects: Gaining exposure to different areas of the bank through project involvement, broadening understanding of the business.

📝 Enhancement Note: The challenges are typical for a UX/Service Design role in a regulated industry like banking. The growth opportunities focus on both deepening technical expertise and gaining broader business acumen within the organization.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex product or process you've simplified through UX writing. What was your approach, and what was the outcome?" (Focus on process, user impact, and metrics.)

• "How would you approach designing a new onboarding experience for a digital banking product, considering both user needs and regulatory requirements?" (Demonstrate holistic service design thinking.)

• "Imagine you need to convince a department head to adopt new UX writing standards. How would you present your case and gain their buy-in?" (Highlight stakeholder management and advocacy skills.) Company & Culture Questions:

• "Based on your research, what do you see as the biggest UX challenges or opportunities for a bank like LUKB?" (Show you've done your homework on the industry and company.)

• "How do you ensure consistency in communication and user experience across different touchpoints and teams?" (Relate to your experience with standards and collaboration.)

• "Describe a time you had to balance conflicting priorities from different stakeholders. How did you manage it?" (Assess conflict resolution and prioritization skills.) Portfolio Presentation Strategy:

• Storytelling: Frame each project as a narrative – the problem, your journey, your solution, and the impact.

• Focus on UX Writing's Role: For each case study, explicitly highlight how your UX writing contributed to solving the problem or achieving the project goals.

• Quantify Impact: Whenever possible, use metrics (e.g., reduced error rates, increased conversion, improved task completion time, positive user feedback) to demonstrate the value of your work.

• Showcase Process: Be ready to detail your research methods, design iterations, and how you arrived at your final content decisions.

📝 Enhancement Note: Interviewers will be looking for a candidate who can think strategically, execute tactically, and communicate effectively, especially when dealing with complex financial products and cross-functional teams. Demonstrating a deep understanding of UX writing's impact on user behavior and business goals is key.

📌 Application Steps

To apply for this Service Designer with UX Writing position:

• Submit your application through the provided careers link on the LUKB website.

• Curate Your Portfolio: Select 2-3 of your strongest projects that best showcase your end-to-end service design process and impactful UX writing examples. Ensure each case study clearly outlines the problem, your role, your process, and the results achieved, with a specific focus on how your writing contributed.

• Tailor Your Resume: Highlight keywords from the job description such as "Service Design," "UX Writing," "Customer Journey Mapping," "User-Centred Design," and "Content Strategy." Quantify your achievements wherever possible.

• Prepare for a Presentation: Anticipate presenting your portfolio or a specific case study during the interview process. Practice articulating your design and writing decisions clearly and concisely, focusing on user impact and business value.

• Research LUKB: Understand the banking industry, LUKB's role as a cantonal bank, and their digital presence. Consider potential user pain points or opportunities within their services that your skills can address.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.