Service Designer

• Tasks and responsibilities of a Service Designer:
• actively prepares and facilitates design sprints, ensures the involvement of clients and employees in the process of designing and modifying products / services / processes
• creates and redesigns client journeys at various levels; harmonizes the client experience through various channels and products in individual phases and steps of the client journey
• is responsible for filling in and using a common tool for recording client journeys and supervises the updating of personas
• uses data, observations and the voice of the client (Voice of customer) to prioritize identified weak points and opportunities for its improvement; ensures and supports the use and dissemination of knowledge of available CX methods and tools in the bank; provides support in their use in other departments of the bank
• initiates and manages changes aimed at increasing the quality of services and satisfaction of external and internal clients; works to eliminate pain-points identified in any surveys and to increase client satisfaction

Additional requirements:

• completed university education
• knowledge of the English language
• pro-client orientation
• facilitation skills
• experience in customer journey mapping, client research, design thinking, insights
• knowledge of service design methodology
• knowledge of brainstorming and research methods
• knowledge of the concept of customer journeys and personas
• a comprehensive overview of what is happening in the banking world is an advantage
• very good facilitation skills
• ability to collect and process data
• active listening
• goal orientation
• ability to lead teams/groups
• ability to solve problems and conflicts
• high degree of flexibility
• ability to organize and prioritize tasks and follow set deadlines
• conceptual, analytical thinking
• perseverance, tenacity
• independence
• driver’s license