Senior Service Designer

The Opportunity

At OCBC Bank, we believe in the power of Design as a way of building long term relationships with our customers and creating value for the organization.

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 own the development of the customer experience discipline and align the local practice with the Group’s CX strategy. You drive manifestation of the Brand Promise through implementations;

• 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 are an empathetic leader who believes in growing the CX team into strong T-shape designers. You are a good mentor and advisor to your team, challenging them to be better than yesterday. You will walk your talk.

You’ll succeed because

• You have at least 10 years of experience in Service Design / Human Centered Design. Bonus if you have led a team;

• You are a hands-on practitioner with experience across the end-to-end CX design process. Your passion in leadership is demonstrated in seeing the work through start to finish;

• 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;

Job Description

• You are a visionary with a proven record of translating vision into results, with ROI records to show;

• 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 tracking, product and technology;

• Experience in the financial industry is not necessary.