Service Designer

We are looking for a Service Design Practitioner who will execute within the service design capability using the required methods that will help inform and execute the Digital Strategy from a customer perspective. This involves the support of Customer research as well as the adherence to the relevant standards, methods and frameworks established as part of the capability.

You will have a customer first mindset and will be grounded in system-centered mentality as a way of conceiving change within our business. A deep understanding of customer research, knowledge gathering, experience measurement, working with the User Experience Design teams for concept visualization and prototyping is required. The translation of service design methods and approach into developed products and models are baseline for this role.

Key Responsibilities

• Work with Products Owners, Ecommerce, Digital Analytics, Digital Marketing and Digital Operations to ensure product design principles and decisions are always customer led, supported with relevant empirical data.
• Work with product owners and technical leads to scope experience requirements to help develop product roadmaps based on customer data and service design principles.
• Implement the relevant methodology through coordination and communication within different delivery teams.
• Coaching to ensure the adherence to customer centric principles through relevant methods.
• Ensure that User experience leverage the measurement framework (leading and lagging measures of success) for Old Mutual Limited digital touchpoints and that the analysis of performance is driven by the right Systems principles and continuous improvements.
• Track and monitor the maturity through the adoption of customer led principles, ensuring milestones are met, and internal and external delivery commitments are met within the different programmes.
• Ensure that all decisions are data led through regular customer data discovery exercises (get knowledge) continuous testing through relevant POCs (proof of concepts) and Labs, continuous customer research and insights and the application of key customer data analysis techniques.
• Influence change and business decisions through customer data working with other partners in the value chain.

Minimum Requirements

• Matric
• Post Matric Diploma/ Degree in Engineering, Mathematics, Statistics, Information Systems, or a Business Management Discipline
• Minimum of 5 years of professional experience with a minimum of 1 years in Systems Thinking and/or service design within financial services.
• Minimum of 2-3 years’ experience in process analysis
• Consulting experience would be advantageous
• Experience in the Financial Services Sector would be advantageous
• Experience in Systems Thinking as a practitioner is essential