Service Designer

Job Responsibilities

• Primary Responsibilities
  • Conduct Client / User Experience analysis across multiple products, verticals and platforms
  • Map and document service and user journeys to ensure clear, actionable insights
  • Produce clear presentations and service design artefacts to visualise and communicate service interactions and identify areas for improvement
  • Design and execute research initiatives to produce insights that drive improvements in lived user experiences across Nedbank’s products and services on various platforms
  • Able to analyse research data (qualitative and quantitative) identifying and generating meaningful insights and behavioural patterns
  • Facilitate internal stakeholder management – liaise with relevant stakeholders to ensure that observations and learnings are captured, evaluated and are clearly positioned for action
  • Work closely with UX / UI Designers and other design team members to contribute to the improvement of the design quality and final user experience
  • Adhere to our client-centred design process
  • Work within the scope and timelines of each project to ensure agreed deadlines are met
  • Support the Senior Service Design Lead’s drive for accountability across all cluster work streams for consistent experiences that deliver client impact and commercial results for the business
  • Provide regular feedback to Senior Service Design Lead’s and Head: Design Strategy
• Secondary Responsibilities
  • Contribute to and inform the definition and implementation of Service Design standards in Digital Design
  • Continuously research and understand insights into world standards and best practices
  • Effectively communicate ideas, both verbally and visually to gain stakeholder agreement
  • Collaborate actively and work effectively with cross-functional teams
  • Learn, understand and adhere to design standards, frameworks and guidelines and seek advice and support where required
  • Identify training courses and career progression for self through input and feedback from management

Job Experience – Types of Exposure

• Conceptual understanding of the customer / user lifecycle
• Practical experience with Design Thinking methodologies
• Practical experience with CX / Service Design / Experience Design in a practitioner capacity
• Practical experience with research in a practitioner capacity
• Experience in communicating design outcomes with business stakeholders
• Ability to ‘connect the dots’ of service design initiatives and overall business strategy

Essential Qualifications – NQF Level

Preferred Qualification

• Undergraduate degree and/or equivalent qualification in Design, Research or relevant programme

Minimum Experience Level

• 3+ years’ experience in the relevant field of design (CX Design / Service Design / Experience Design)

Technical / Professional Knowledge

• Service Design
• Design Research
• Relevant design tools for artefacts (such as Miro, Cemantica)
• Writing, editing, proofreading, layout and design skills
• Divergent and convergent thinking
• Systems thinking

Behavioural Competencies

• Driving innovation
• Curious
• Methodical
• High attention to detail
• Outcome driven (strong execution drive)
• Collaborative
• Building partnerships
• Positive approach
• Client-oriented
• Organised