Service Designer

MISSION: 

• Improve the LAB methodology, and support LB&HUB teams form their ideas to prototypes by testing new businesses idea with customers to identify and enable group LB’s opportunities.

• Capitalize on projects key learnings for LB and about LAB experience.

KEY ACCOUNTBILITIES:

Identify Opportunities:

•Apply design thinking in the design or adaptation of service offerings.

•Identify high equity customers to be targeted by new or current service offerings.

•Generate new insights that capture the needs and experiences of End-Users in order to identify opportunities.

•Leverage information (user journey mapping / diaries / shadowing) to identify key elements and potential problems of a service and generates summary data for key stakeholders.

•Develop, refine and validate the innovation concept value proposition and business model using Customer Value Proposition and Offer To Market Process and Business Model Canvas tool.

Service Design management:

•Lead and tests user touchpoints or interactions to determine whether users’ needs are met.

•Monitors customer feedback mechanisms during product or service launches.

•Define the list of assumption that can be prototyped and tested (low fidelity prototypes).

•Develops briefs in order to inform design challenges.

•Reviews the development process to identify lessons to share back into the organization (Prepare a transition plan into design and industrialization together with the Design Center).

•Defines the concept of usability testing and customer interactions optimization.

•Analyzes the customer community for patterns, trends, and common interests.

•Relates the customer experience to the intended solution in order to facilitate storytelling.

•Tailors solutions based on End-Users insights.

Project Management:

•Coordinate a team of Lab and business team members, and lead cross-functional sessions to validate current product/service and identify new ideas.

•Drive internal and external partners involved in the initiative, and report initiative progress to the stakeholders.

•Propose decision to stop, pivot or graduate the initiative.

•Prepare and presents project status and required deliverables at defined milestone gates.

•Develop road map, project plan and resource plan for the Proof of Concept phase.

•Manage existing service contracts and service level agreements with various stakeholders.

QUALIFICATIONS:

– Bachelor’s degree or above, have more than 5 years of working experience.

– Have more than 2 years of service designing or UX/UI designing or related experience.

– Good skill in oral and written English.

– Good communication and presentation skills.

– Majoring in Industry Design or Service Design is preferred.