Finance

Service Designer

Full Time

Banco Bci

Job Mission

Are you ready to take the lead and do things differently? If you want to make a real impact on people while reinventing the financial industry, Bci is for you.

Design end-to-end customer experiences, maintaining consistency across physical and digital touchpoints.

To achieve this objective, he/she is responsible for:

– Align with the objectives of the business and teams in their different verticals (Products, Channels, Process and Operations, among others).

– Conduct qualitative or quantitative research aimed at understanding customer needs. This includes analyzing behaviors and perceptions regarding the use of different products and/or channels (physical and digital).

– Conduct national or international market benchmarking to learn about new attention models, discover functionalities or products that support the stated objectives.

– Design journey AS IS and TO BE.- Design Blueprint with a front and back view.

In this role you will have the opportunity to:

– Research the needs and behaviors of the users involved in the project. This includes understanding the industry context and the evolution of products already available to customers, both nationally and internationally.

– To understand through different investigative instances: customer behavior, needs and pain points, in order to design a journey that considers the ideal or to-be experience.

– Create and execute activities, workshops or work sessions for both clients and work teams.

– Propose service design solutions focused on the main needs of the customer and considering the touchpoints with which they interact, defining the north of the experience (to be).

– Ensure consistency in the customer experience by taking into account the touchpoints with which they interact, in addition to Bci’s voice, tone, and style.

– Work with prototype testing methodology in physical channels or usability testing to generate proof of concept for the proposed designs.

– Constantly monitor the experience and business indicators that were committed to before the designs.

– To be an enabler for the business in the generation of future backlogs, once the proposed design initiatives for the experience to be have been consolidated.

To succeed in this position you need:

– Professional degree in fields such as Design, Sociology or related fields.

– At least 2 years of experience in research areas.

– At least 2 years of experience in flow and process design.

– Between 1 and 2 years of experience designing journey as is and to be.

– At least 1 year designing blueprints.

– Experience and proficiency at at least an intermediate level in qualitative and quantitative research.

– Experience conducting and coordinating ideation processes with various stakeholders to find opportunities for improvements in customer experience.

– Knowledge and handling of descriptive data analysis at least at an intermediate level.

– Knowledge and handling of Benchmark, empathy maps and stakeholder maps.

– Knowledge and handling of Proof of Concept and Phygital Evaluations.

It’s even better if you have:

– Studies in Service Design (courses, programs, diplomas).

Location

Las Condes, Chile

Type

Full Time

Industry

Finance

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