Service Designer

Mission

Ensure best Customer Experience on the market for Business Banking customers for lending processes, no matter if the interaction is digital or offline.

Your Day-to-Day

Discovery/ Research

• Run different types of research: discover pains and gains from the customers feedback, propose improvements and send them to stakeholders
• Defines customer typologies (personas) and documents their needs and behaviours, because of analyses of multiple data sources (complaints, ad hoc studies on request, validation session, focus groups, transactional behaviour analyses, etc.)
• Run and evaluate surveys
• Carry out qualitative research (interviews, focus groups) based on the assumed research themes

Customer Journey & Service Design – Ensure the experience design activity

• Customer journey design and mapping by reviewing customer interactions with the different channels
• Document the model / blueprint of the experience for a topic of interest (product, process)
• It contributes to the development of the commercial offer and 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 internally for our applications (Record, Ritm, FABO, etc.) 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
• Customer Satisfaction monitoring – Monitors the performance of the design and implementation processes:
  • Measure performance indicators (post design, post testing, post implementation)
  • Monitors 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 squads assigned to the respective areas & contributes to the marketing communication
• Make communication suggestions for 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

• Academic degree
• Experience: Minimum 3 years of experience in areas such as business lending (sales, development etc) or service design/UX design/design thinking/research
• Professional qualifications/professional training: service design is a plus, but not mandatory
• Computer use: Figma or Fig jam is a plus
• Very good knowledge of the English language (spoken and written)
• Knowledge of banking system; market knowledge; design methodologies; development and implementation of process improvement initiatives; AGILE way of working knowledges is a plus

Competencies

• Understands that a good CX process is a matter of discovery based on both data and insights, design and validation with end users;
• Understands that good communication means actionable messages based on facts and relevant information for the audience;
• Develops a continuous concern for what the client feels and understands, has a high pro-client mentality and orientation;
• Makes connections between customer needs, product characteristics and marketing communication;
• Is able to prioritize actions and make decisions in a short time, sometimes under pressure;
• Positive and proactive attitude