Finance
Senior Service Designer
Full Time

ING Romania
Mission
Provide the best Customer Experience in the market for Business Banking clients, across all processes and all channels of interaction.
Your day to day
Discovery/ Research
- Run different types of research: discover pains and gains from the customers feedback and propose improvements. Carry out qualitative research (client profiling, interviews, focus groups) based on the assumed research themes.
- Defines customer typologies (personas) and documents their needs and behaviors, analyses of multiple data sources (complaints, ad hoc studies on request, validation session, focus groups, transactional behavior analyses, etc.)
- Run and evaluate surveys.
Customer Journey & Service Design – Ensure the experience design activity
- Customer journey design and mapping by reviewing customer interactions with digital and human channels.
- Documents the model / blueprint of the experience for a topic of interest (product, process)
- Defines the structure/architecture of communication and interaction in relation to customers
Prototypes developments & validation
- Defines drafts of screens/processes/forms, process diagrams, etc, working closely to UX Designers
- Organize, plan, run validation sessions both with end users (clients) and for internal applications and document the results of these sessions.
- Following a complete cycle of research, experience design, prototyping, validation with users, prepare the implementation report of a solution from the perspective of customer experience.
Monitors the performance of the design and implementation processes:
- Measure performance indicators (post design, post testing, post implementation)
- Monitor customer complaints and suggestions related to functionalities, products, services, channels, etc. and the satisfaction expressed during the experience for the various measured interaction points (auto and ad-hoc NPS)
- Communicate to customers: legal, operational and informative communication. Create, support and communicate a plan of opportunities and objectives for the improvement and remedy of these causes together with the assigned stakeholders from Delivery tribes.
- Contribute to marketing communication and campaigns: acquisition, activation, awareness related to products, services and channels and create background content for product communication
- Monitor and communicate the competition changes and offers for the given processes.
What you bring to the team
- Minimum 3 years of experience as service designer or similar role.
- Experience in project management and research methods to gather insights into user needs and behaviors. Strong understanding of design thinking and service design methodologies.
- Strong communication skills to collaborate with various stakeholders, including product managers, developers, and marketing teams.
- Presentation and written/verbal communication skills in Romanian and English.
- Knowledge of banking system; market knowledge; design methodologies; development and implementation of process improvement initiatives; AGILE way of working knowledges is a plus.
Location
Bucharest, Romania
Type
Full Time
Industry
Finance
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