Lead Service Designer

Job Summary

•    We are seeking a talented and driven Service Designer to join our Corporate Banking Customer Experience (CX) team. The ideal candidate will have a strong understanding of corporate banking, particularly around platforms, entailing message centre, notifications, information architecture, and experience working on client-facing projects within financial institutions or fintechs.

•    As a collaborative team player, you will work closely with distributed international teams to create innovative solutions and enhance user experiences. Additionally, you will support ideation sessions and innovation workshops to drive creative thinking and problem-solving. If you’re passionate about solving complex problems to deliver exceptional digital experiences in the financial sector, we’d love to hear from you.

Strategy

•    Create the vision for a standout user experience across your products & services.
•    Drive the realisation with the larger design team, business and tech.
•    You use Service blueprints to express your vision and seek alignment and deliver the final flows.
•    Adhere to, support, and advocate bank standards for tools and methodologies.
•    You will be a close and trusted partner to the product owner, business owner and tech lead to understand their needs, goals and what makes a difference to them.
•    You will use your knowledge, skills, and a design process to help PO, BO, and Tech leads collaborate to create standout services. From defining problem statements to running workshops.
•    You are able to articulate the business impacts of your designs.
•    You are able to structure the work and the project.
•    You frequently engage with our research, analytics and value capture teams to understand pain points and opportunities to improve the experience.
•    You will use your entrepreneurial spirit and ability to be hands-on. Drive, grit and the ability to evangelise the significance of Service Design is an important skill for any senior team member to affect the change we’re after.

Business

•    Our team services the entire Corporate and Institutional Banking domain. This includes corporate banking and trading platforms, API developer platforms, and internal employee productivity tools and services.  Your focus will be on Front line services. This means services to help our front line teams to be productive when interacting with customers.

Key Responsibilities

Processes

•    You need to be familiar with the concepts of service design, service libraries, UX best practices, and CX fundamentals. You must be able to structure your time and be capable of taking the initiative. You have exceptional written and verbal communication skills, as well as a strong sense of empathy for our audience who utilize our products to drive their businesses. You’re also a meticulous note taker with keen attention to detail.

•    You’re a team player and coordinate with others to get things done. You’re open to sharing and giving feedback, and are quick to help where needed. You’re also familiar and comfortable working within constraints, and ready to learn about and practice what’s required when working in a regulated environment.