Senior Service Designer

As a Service Designer, you live and breathe the customer voice. You are a master at establishing customer journeys through a culmination of conceptualizing, research, synthesizing and ideation.

You are a team player as collaboration with the broader CX team members and stakeholders is the order of the day. Your confidence in challenging ideas, your knack in making the complex simple and your passion to co create solutions with customers, staff and business leaders will set you up for success.

As a senior member of the Group Customer Experience team, you will shape customer experiences in the local market while constantly aligning the practice with the Bank’s growth strategy in the region. You will amplify the CX strategy and vision in the local environment and drive value creation through design in the Bank.

Join our passionate, multi talented and multi disciplinary team of CX practitioners within a highly collaborative and supportive environment to create in depth end to end financial journeys for personal and business banking customers. The team has been acknowledged as Asia’s Top Design Practice at the Singapore Design Awards and has amassed multiple SG Good Design Mark awards since 2014. This is a high impact and internally visible role that will positively influence customer experience with the OCBC Bank Group.

What you’ll be doing

• You are an infectious advocate of Human Centered Design in the business, helping stakeholders understand the impact of customer experience to the bottom line. You will build a network of CX champions among the senior management and lead the change movement You will partner the regional CX teams to make things happen.

• You believe that holistic customer journeys begin with insights that drive intentional experience design and end with responsive measurements of implementation. You will help the business stakeholders understand this. You own the results of designed experiences, always challenging the current to build better future experiences.

• You will oversee the entire service design process from user research and ideation to prototyping, testing and implementation, ensuring the development of cohesive and impactful service experiences.

• You will develop comprehensive service blueprints, customer journeys, personas and utilize various forms of canvases together with your team members and business stakeholders.

• You will design and facilitate co creation workshops, design thinking activities, ideation sessions to generate ideas, foster collaboration, and encourage cross functional participation in the design process.

• You will ideate and develop concepts to demonstrate potential solutions across chapters and moments within the customer journey.

Job Description

You will connect the dots across different engagements within the design team and identify opportunities to collaborate.

You’ll succeed because

• You have at least 10 years of experience in Service Design UX research.

• You are a hands on practitioner with experience across the end to end CX design process. A bonus if you’ve worked on complex projects either at a leading consultancy, financial institution or mega app environment.

• You can tell a powerful story with your strong ability to connect convince and empathize, you are able to communicate with stakeholders of all levels.

• You have experience in designing, planning and executing research and testing to discover and document the needs of end users, and taking ownership of them across the engagement lifecycle.

• You have worked with contemporary design and prototyping tools and methods (both digital and physical) is necessary, such as Figma and FigJam.

• You understand that CX is a team sport. You are excellent at interpersonal skills and is a natural collaborator, because you understand that the key to success is collaboration between multidisciplinary teams across research, design, journey measurement product and technology.

• You have a growth mindset. You enjoy sharing your domain knowledge with others. Yet, you can work autonomously, be self driven and meticulous to get the details right;

• You exhibit grace under pressure.

• Experience in the financial industry is not necessary.