Lead Service Designer

As a Lead Service Designer, you’ll lead the creation of comprehensive, data-driven experiences for our clients. You’ll transform insights into actionable strategies, aligning business goals with user-centric designs. This role demands expertise in both service design and business analytics, ensuring that our solutions are innovative, data-backed, and scalable across diverse digital touchpoints. Your key responsibilities include:

Responsibilities

• Translating client insights and business data into compelling service experiences, supported by a strong narrative. Creating customer journeys by capturing each touchpoint in the respective business area, ensuring alignment with the operating model and business processes.
• Experienced in preparing business proposals and case studies, with a passion for exploring the unknown and transforming insights into tangible assets. Able to collaborate effectively with Experience Designer, Visual Designer and Business Leader while also contributing independently.
• Collaborating with key stakeholders to define project scope, ensuring that both user needs and business objectives are met.
• A mastermind in user research, adept at crafting strategic design approaches by selecting the right methodologies—including user research, personas, journey maps, service blueprints, wireframes, prototypes, usability testing, and accessibility audits—and making data-driven recommendations through infographics, competitor analysis, and questionnaire, and survey.
• Developing high-quality presentations to articulate your ideas and deliverables.
• Utilizing business analytics to inform design strategies and measure the impact of service improvements on user behavior and business outcomes.

Skills/Competencies

We’re looking for a self-driven Lead Service Designer with a keen interest in both design and business strategy. You thrive in complex, challenging environments and enjoy solving problems that blend user experience with business intelligence. You’re passionate about great user experiences and use both creative and analytical thinking to iterate and refine solutions. You value quality over quantity and understand that design is about the solutions you explore, not the number of screens you produce. Strong communication skills and attention to visual interaction details are essential.

• At least 12+ years of experience in Service Design, Product Design, or UX Design, with a strong focus on integrating business analytics into the design process.
• A portfolio showcasing problem-solving capabilities, with case studies that highlight your thought process, use of research summaries, data analytics, and final outcomes.
• Experience in face-to-face client interactions, presenting and defending your design decisions confidently.
• Business analytics skills: An understanding of how to use data insights to drive design decisions and measure success.
• Experience working within the WeChat ecosystem and designing WeChat Mini Programs or other digital products in China (experience in O2O service is a plus)
• Experience working with cross-functional teams to ensure that both user experience and business objectives are met. End-to-end project experience is a plus.
• Domain expertise in either retail customer experience, sports racing, or financial services is a plus
• A degree in design, business, or a related field. Applicants from other backgrounds with a strong portfolio, business acumen, and a drive to deliver excellent user experiences are encouraged to apply.
• Professional proficiency in both English and Mandarin, in reading, writing, and daily communication (Cantonese is a plus)
• The ability to navigate cross-cultural communication differences and adapt designs to regional preferences.
• This role is based in Hong Kong. A candidate who can be onsite in Hong Kong for at least 3 days per week will also be considered.