Service Designer

Introduction of Job Purpose:

You will play a critical role in holistic service design and shaping of new concepts in areas such as self-service functionality, chatbots, recommendation engines and related services that ultimately improve the experience for our users and customers. This role will run design workshops with users and customers and assist Business Analysts in communicating clearly the benefits of proposed solutions to this group. You will also assist in development of the larger business case with justified returns for the business. In this role, you will be supported by other Service and UI/UX designers in early-stage concept design and creation of new digital solutions.

Job Description:

• Leading service design projects from conception to execution.
• Creating journey maps and service blueprints identifying opportunities to standardized experience and innovate through technology.
• Designing new and/or improved seamless services for the target user’s experience. Designing also to implement and scale the experience.
• Testing Digital projects and services with users, gathering feedback and sharing learnings with other teams. Identifying opportunities to iteratively improve.
• Establishing service design best practices within the organization, including building a service playbook with the aim to standardize digital service decisions across various offerings.
• Collaborating with consumer and service-oriented businesses that are leaders in the field to internalize their service innovation practices.
• Working with other Service Designers to establish a pool of service design navigators throughout the organization.

Education and Qualification

• A degree in business, design, research or relevant educational background.
• Certification in Design Thinking, Service Design, and/or Business Innovation is desirable.

Professional Experience

• Minimum 3 years of professional experience in all stages of the design process eg. scoping the research, leading fieldwork, conducting user interviews, performing desk research, synthesizing inputs, and articulating insights.
• Strong facilitation skills in running design sprints and designathons, and excellent presentation and communication skills in English.
• Experience scaling a service or a startup is desirable.

Technical Skills

• Knowledge of design and graphics production software such as Adobe Creative Suite
• Team collaboration software such as Miro or Mural
• Prototyping and wireframing software such as Invision
• Strong understanding of service metrics, user growth, and growth hacking strategies
• Knowledge of new technologies such as ML and AI, IOT, and Robotics