Service Designer

Job description 

• Roles and responsibilities of the 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; aligns the client experience across various channels and products in individual phases and steps of the client journey
• is responsible for implementing and using a common tool for recording client journeys and oversees the updating of personas
• uses data, insights and the voice of the client (Voice of customer) to prioritize identified weaknesses and opportunities for 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:

• position suitable for both women and men
• completed university education
• knowledge of English
• pro-client orientation
• facilitation skills Ability to independently lead and implement activities in the field of Service Design, including responsibility for the entire life cycle of assigned initiatives
• demonstrable experience with independent management of Service Design projects from identifying needs to implementing solutions.
• 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
• comprehensive overview of what is happening in the banking world an advantage
• very good facilitation skills
• ability to collect and process data
• active listening
• goal orientation
• ability to lead a team/group
• ability to solve problems and conflicts
• high level of flexibility
• ability to organize and prioritize tasks and meet deadlines
• conceptual, analytical thinking
• perseverance, tenacity
• independence
• driver’s license