Service Designer

As a CX Service Designer, you would work alongside various teams such as Product Designers, Researchers, product managers, tech leads, and business partners and apply your knowledge to design new experiences and improve existing experiences.

You’ll be using service design tools to build a comprehensive view of the current state of experiences as well as define the future vision state. You will be bringing your ideas to life through maps, flows, prototypes and other design artifacts to communicate the end-to-end customer experiences across the web and app. You’ll also support in championing and facilitating training HCD outside of the CX team, or in external activities.

We want you to bring new methods and techniques to our practice while you learn methods and gain new skills by working with us on Customer Experience Strategy and service design projects both large and small.

Need more details? Keep reading…

As the CX Service Designer, you will create exceptional customer experience moments using core principles of service design. You will be a creative problem solver, customer champion, and a storyteller to explain complex analysis to any audience. You will work closely with agile teams to identify, navigate constraints, existing systems, or potential barriers to building and scale customer-centric solutions. You will be a multi-lateral thinker who is comfortable working in both abstract strategic concepts and in tactical execution details with a strong understanding of human-centered design. You will create journey maps, storyboards, service patterns and service blueprints for our products and services to effectively institutionalize customer-centric practices within the organization.

You will help teams see what is hidden in plain sight by mapping our end-to-end services and processes from the perspective of the customer, and unearthing how they can be reimagined to better serve our customers digitally and beyond. You will conduct research, primary and secondary, including desk research on emerging trends and customers behaviors and expectations in the financial services industry along with competitor research. You will help investigate problems, identify the root cause of issues, plan and facilitate co-creation workshops with stakeholders. You will be competent in qualitative data synthesis to extract and present insights from customer feedback.

So are YOU our next CX Service Designer? You are if…

✔ You have a degree/diploma in or a graduate degree or equivalent experience in Service Design, Strategic Foresight and Innovation, Business Design, Industrial Design, Human Centered Design, Design Strategy; Business, Human Factors related fields or equivalent work experience

✔ You have in-depth knowledge about customer experience and service design, and at least 2 years of experience working on service design projects across varied users, business problems, and digital and physical touch points

✔ You have at least 1 year of experience in analyzing, documenting customer journey maps, service blueprints and improving internal processes using the principles of service design and also in planning, designing, facilitating and synthesizing workshops

✔ You have knowledge and curiosity about technology and its impact on design solutions

✔ You understand specialized areas within the greater design domain, including but not limited to Business Design, product strategy, process design, and automation

✔ You have the ability to create and lead teams through the creation of experience maps, customer journeys and service blueprints, interaction models, process documentation, and workflows

✔ You have familiarity with banking regulatory requirements, policies and procedures, Core Banking, Credit, Fraud, AML, GL, Tax and Payments systems

✔ You have a sound understanding of information architecture and systems thinking as they apply to the design of a service

✔ You have previous management experience and are comfortable working in a self-guided manner with the ability to prioritize tasks and manage your time efficiently

✔ You are an experienced collaborator with exceptional people skills and relationship building skills to help you become a trusted partner across the company

✔ You have strong analytical, problem solving and organization skills along with a knack for multi-tasking and sticking to tight deadlines

✔ You have a willingness to broaden your own skillset into adjacent specializations while refining your mastery of the primary skillset.