Service Designer

Job Summary

Service Designers work within product, service, and experience teams to solve customer experience challenges end-to-end, across journeys, channels, and organisational systems.
They apply service design thinking to:
• Understand customer behaviour and needs
• Design seamless, connected service experiences
• Align people, processes, and technology to deliver value
Service Designers:
• Move beyond individual touchpoints to design complete service ecosystems
• Shape how services work both frontstage (customer experience) and backstage (operations, systems, teams)
• Actively contribute to defining the structure, approach, and delivery of service solutions
A successful Service Designer:
• Is a systems thinker and customer advocate
• Has a strong ability to translate insight into practical, implementable service improvements
• Delivers holistic, scalable, customer-centric service experiences

Job Description

Key Accountabilities

Problem Solving & Service Design Execution

• Apply service design methods to define and solve end-to-end experience challenges
• Map and analyse:
  • Customer journeys
  • Service ecosystems
  • Cross-channel interactions
• Conduct research (qualitative + quantitative) to understand:
  • Customer needs, pain points, behaviours
• Co-create solutions with:
  • Product, UX, CX, Operations, and business stakeholders
• Translate insights into:
  • Service concepts
  • Service blueprints
  • Journey improvements
• Design services that are:
  • Customer-centric
  • Operationally feasible
  • Scalable

Designing High-Quality End-to-End Services

• Create integrated service experiences across:
  • Digital (apps, web)
  • Human (branch, call centre)
  • Operational processes
• Design and iterate:
  • Service blueprints
  • Journey maps
  • Ecosystem maps
• Ensure alignment between:
  • Customer experience
  • Business processes
  • Technology capabilities
• Use data and insights (customer feedback, analytics, research) to:
  • Continuously refine service performance
• Maintain consistency with Absa design standards and brand experience

Enabling Service Thinking Across Teams

• Advocate for:
  • Service design principles
  • Systems thinking
  • Customer-centricity
• Facilitate:
  • Workshops

Building Service Design Capability

• Continuously develop service design expertise by actively seeking feedback, deepening systems thinking capability, and staying informed on emerging service design practices, trends, and methodologies.
• Contribute to building service design maturity across the team and organisation by sharing insights, case studies, and practical examples of end-to-end service improvements and impact.
• Proactively research and share global service design standards, frameworks, and best practices, enabling the team to design more connected, scalable, and customer-centric service experiences.

Education

Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)