Service Designer

Purpose

As part of the Design Organisation, the Service Designer (UX Researcher) plays a key role in shaping the end-to-end user and service experiences by driving service blueprinting and customer journey efforts shaped by research activities for complex payment services. Your primary responsibility is to map service ecosystems, identify opportunities, and coordinate across multiple internal and external touchpoints. However, this role from time to time will also involve generative and evaluative UX research (e.g., user interviews, usability testing). You will collaborate with designers, product stakeholders, developers, sales, and customer support to conduct high quality research to understand these service touchpoints, internal processes, and user journeys.

We strive to learn and understand our users’ needs and behaviours to provide insights that will inform cohesive and scalable product design, service design, and strategy. You should have a deep understanding of design thinking and service design practices, and possess research methodology, facilitation, and stakeholder management skills. With your ability to navigate ambiguity in complex domains, you will be instrumental in influencing business strategy by highlighting the processes and challenges within experiences that span multiple touchpoints, channels, and countries, and creating future-state solutions.

Essential Duties

• Run co-creation workshops with different teams to find problems and opportunities  across the service lifecycle
• Obtain a holistic view of an existing end-to-end process with the ability to envision and communicate its ideal future state
• Lead the creation of service blueprints, journey maps, and ecosystem maps showing current and future state experiences
• Learn about our products and their limits to find areas for improvement
• Ability to apply logical thinking to solve complex problems on a systems level
• Build relationships and liaise with key stakeholders (product, engineering, legal, sales, support) to gather insights and ensure alignment on service
• Engage external users, partners, or merchants (when applicable) to validate service flows and identify pain points in payment experiences
• Share research results and recommendations through reports and presentations to different audiences
• Understand and translate business requirements and constraints into research initiatives
• Plan, design and conduct user research studies (interviews, surveys, site visits, and usability tests etc.)
• Work with designers and product managers to prioritise research findings
• Stay updated on industry trends and user experience best practices, and share research knowledge with the team

Required Qualifications

• Bachelor’s degree in Human Computer Interaction, Sociology, Psychology, Interaction Design, or similar field
• At least 2 years of work experience in user experience, service design, product design research, experience design, or similar area
• Recognition of Prior Learning (RPL) also considered
• Experience with various UX Research activities, such as such as interviews, persona creation, contextual inquiries, surveys and usability studies
• Experience creating service blueprints and user journey maps, plus knowledge of other service design tools (like ecosystem loops, concept walkthroughs, impact journeys)
• Experience using design thinking methods
• Ability to combine complex information from different sources to see the big picture and connect it to other business projects
• Ability to work through ambiguity and solve complex problems
• Ability to make decisions and adapt based on understanding of business goals, needs, and challenges
• Must have excellent time management skills:handle multiple projects at once and know how to prioritise
• Must be a collaborator and team player

Preferred Qualifications

• Degree (MS/BA/BSc) in a related field
• Preference for 2-3+ years of experience, but open to less experienced individuals who can demonstrate strong knowledge and skill set
• Experience with creating service concepts, mockups,  or the most effective medium for conveying service interactions
• Ability to travel 1-2 times per year, if necessary

Competencies

• Strong ability to empathise with users
• Strong understanding of the strengths and shortcomings of different research and design thinking methods, including when and how to apply them during the product life cycle
• Knowledgeable and have a deep understanding of the user-centered design process
• Experience with remote research tools (i.e. UserTesting, User Interviews, Figjam)
• Experience with mapping tools (i.e. Figma, Miro)
• Excellent visual, written, and oral communication and presentation skills
• Self-starter who takes initiative
• A strong eye for detail, initiative and committed to delivering high quality work independently or as part of a team