Service Designer

Job Summary

Are you passionate about all things Design? The perfect opportunity exists for you in CIB’s Design team. As a Service Designer you will need to advise stakeholder to help frame the challenge at hand, encourage broad thinking and establish orientation towards quality of experience. You will also need to collaborate with business and strategy teams to understand user and business needs, identify design opportunities, and create meaningful service experiences. Service Experience Designers are expected to be well-practised practitioners within their design discipline. You will need to competitively position Absa’s user experience through activities that improve the client experience, usefulness and desirability of the user experience, in line with the overall Group, Segment, Product and Marketing objectives. Your responsibilities will also include

Job Description

• Research & Usability Testing

  • Conduct both primary and secondary design research

  • Determine appropriate research methods/approach based on the underlying design challenge

  • Prepare research data and synthesise the data, in collaboration with CX colleagues and others, to surface observations, themes and insights

  • Translate goals into research questions and develop research plans

  • Produce qualitative exploratory research including HCI literature reviews and market research

  • Design and execute usability tests, heuristic evaluations, user interview, surveys and ethnographies

  • Create Personas and inform Customer Journeys, Scenarios, and Red Routes

  • Conduct empathetic studies to better understand behaviour

  • Conduct environmental analyses to get a 360° degree view of clients

  • Consult and collaborate with various product development teams

  • Help the business understand the relevant social, cultural, political and economic factors that determine the relevant products and experiences that will land the best

  • Understand customers on an individual basis, but also understand customers on a macro level within their environments

  • Simplify the complexities of South African societies to help business create appropriate and helpful experiences

  • Detail the relevant Macro and Micro life moments to find opportunities to best service customers

  Essential Qualifications – NQF Level

  • Matric / Grade 12 / National Senior Certificate

  • Bachelor’s degree or an Associate’s Degree with a minimum of 6 years’ of work experience

  Type of Exposure

  • In-depth understanding of human behaviour

  • Ethnography

  • Human Computer Interactions

  • Behavioural studies

  • Translating behaviors to create predictive models

  • Analysing and interpreting quantitative and qualitative data

  • Communicating Research results to stakeholders