Service Designer (Specialist )

Role Overview:

A service designer at Grameenphone is a creative lead, responsible for the quality of all deliverables across a variety of projects. You work on (both physical and digital) services in the context of the entire customer experience In this role we expect you will communicate and envision service concepts and ideas using methods & tools that illustrate all the components and touch points of the service.

Our work is holistic; it contributes to the business and goes beyond ‘just beautiful’. In your position it is therefore very important that you can listen well and keep asking questions to understand the core of the issue. You map out all the insights about the user experience, make existing knowledge transparent with your analysis skills and with your creativity you translate this into new opportunities and concept solutions.

We are looking for service designers to work within our teams to help better understand user and organization needs, and design customer-centric services.

We seek someone with strong business acumen paired with a creative, hands-on approach to problem solving, and an entrepreneurial enthusiasm. Most importantly, your job as a Service Designer is to help the UX team understand what would make a user’s experiences feel more intuitive, accessible, fun—and even magical.

In this role,

• You work together with the team and your stakeholders on service concepts and know how to match the needs of the customer with the needs of the business. You translate this into propositions that deliver customer and business value. You help the organization to coordinate the processes backstage with the front stage activities and touch points, to ensure optimal user experience. You are responsible for a good transfer to the UX and Visual designers who further shape this.
• You are a driven facilitator of workshops and co-creation processes. You organize, guide and facilitate workshops and take on an advisory role to the organization. You are curious and like to delve into the context of the customer and user.
• You inspire colleagues with your work and you are able to share your knowledge and experience to help others get better.

Job Responsibilities:

• You have launched, run, or scaled a service or a business and have experience designing and/or implementing solutions in resource-constrained environments. – you can lead your work in the field as well as present in the boardroom
• You have ideas about how to maintain the integrity of a product across distances and the best channels to communicate something new to an audience – think agents, third party businesses and franchise models
• You approach things systemically and are a natural at zooming out to see the big picture, then diving in to nail the important details
• You’re passionate about growing people-first services. From value proposition to brand to user experience to scale, you thrive in putting all of the pieces together
• You’re passionate about social impact, financial services, and great design. You love to travel and are comfortable navigating tough situations
• You easily communicate and envision service concepts and ideas to team members, partners. You use diverse set of methods & tools that illustrate all the components and touchpoints of the service

Some things your day would consist of:

• Work with User Researcher in designing surveys, conducting user interviews
• Collaboration with analysts in identifying user patterns and work with researchers in uncovering why they occur
• Working with designers on making prototypes or several alternative designs of a feature that can be tested on real users and our ambassadors
• Having heated discussions with our product managers, marketers, designers and developers, while drawing ideas on a whiteboard.
• Contribute to iterating on sketches and prototypes based on results from user testing
• Work with developers in throughout the design process to make sure designs take technical limitations into account
• Staying up-to-date on new methods and tools for user research, and experiment with how they can improve our workflow/speed of iteration

Educational Requirements:

Bachelor/Masters from acknowledged institutions with major preferably in:

(a) Service Design/ Human Computer Interaction (HCI)/ Interaction Design/ Human Centered Design (HCD)/ Industrial Design / Techno-preneurship and Innovation / Design Management / Information Science/ Cognitive Science/ Psychology/ Experience design etc.

Experience Requirements:

• Proven designs and experience of launched services that have been implemented in the real world
• Minimum 2/3 years of Working knowledge of service design tools, such as Service Blueprint, customer journey mapping, personas, empathy mapping etc. for web services, mobile applications, USSD/IVR etc.
• Enthusiastic about bringing design thinking into product development