Service Designer

Generating insights through research with users, staff and stakeholders to shape a holistic view of the total user experience - Analyzing, consolidating, and communicating research findings to stakeholders in order to strategically frame, validate and quantify the problem being solved and help inform the wider strategic roadmap of initiatives.
Defining key UX and organizational measurements used to track and prove the initiative delivers positive outcomes for both users and the business.
Designing concept journeys, blueprints, and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service.
Facilitating the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design.
Shaping how behind-the-scenes processes and support functions interact with each other and how these impact the design process.
Embedding design practices within organizations to create a sustainable approach to service the needs of the user.
Responsible for ensuring that all insights and ideas are consolidated into a holistic product/service vision (e.g in form of a Golden Thread).
Research future trends and gather stakeholder expectations and goals.
Enable and facilitate co-creation to derive ideas and potential solutions (providing creative methods, collaboration environment, workshop agendas, etc.).
Create User Journeys and Service Blueprints, using systems thinking to identify root causes and prevent merely treating symptoms.
Link user empathy with the business and organizational empathy.
Translate insights and ideas into a compelling story.
Utilise the process of iterative design to understand user interactions and enhance user satisfaction by improving the usability and accessibility provided when interacting with a system, product or service.
Required Technical and Professional Expertise A bachelor's or master's degree in a relevant field such as Service Design, Interaction Design, User Experience (UX) Design, Industrial Design or a related discipline.
Experience in design thinking methodologies, human-centered design, or other relevant design frameworks.
Have prior working experience of 8 years or more.
Proficiency in design tools such as Figma or other relevant software.
Ability to create wireframes, prototypes, user flows and other design artifacts to visualize service concepts and improvements.
Experience conducting user research, including interviews, surveys, usability testing and other methods to gather insights.
Ability to analyze complex service ecosystems and identify opportunities for improvement.
Skill in synthesizing research findings and data to inform design decisions.
Understanding of banking business and its processes to align service design efforts with broader organizational objectives.
Experience with design sprints, customer journey mapping and other design thinking techniques.
Knowledge of coding languages and front-end development can be beneficial for prototyping and collaborating with developers (not mandatory but is a plus).
Preferred Technical and Professional Expertise
As the above
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