Service Designer

The Service Designer is responsible for designing the end-to-end journey of a service. This helps a user complete their goal, and helps Refinitiv build valuable relationships with our customers. This role will involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of the business.

Key responsibilities

• Support design projects within your community using design thinking methodologies and tools
• Perform process analysis, and conversion analysis, partnering with SMEs and Product managers to evaluate customer experience gaps
• Work alongside our research teams to build empathy for the day-to-day experiences of our customers. Associate breaks in internal process to customer pain points and visualise opportunities to improve these experiences, and meet un-met customer needs.
• Act as the go-to contact for all Delivery teams to educate and engage with them on opportunities to improve the consistency of customer experience turning your analysis and service design into requirement and user stories
• Provide robust recommendations and design artefacts to illustrate and evaluate the proposed changes in process, experience and the outcomes they will drive
• Creation of Customer Journey Maps, Workflows, Process Maps, Conversion Analysis

Essential skills

• Good understanding of users and can identify who they are and what their needs are, based on evidence. Able to translate user stories and propose design approaches or services to meet these needs, engage in meaningful interactions and relationships with users and put the users first
• You know about agile methodology and can apply an agile mindset to all aspects of your work
• Ability to work in a fast-paced, evolving environment and use an iterative method and flexible approach to enable rapid delivery
• Unafraid to take risks, willing to learn from mistakes and appreciate the importance of agile project delivery for digital project, ensuring the team knows what each other is working on and how this relates to practical business objectives and user needs
• Able to communicate effectively across organisational, technical and political boundaries, understanding the context.
• Contribute to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members
• Understand how the digital economy is changing user behaviour and the competitive landscape and can make informed decisions based on user needs, available technology and value for money
• Visualise, articulate and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence. Demonstrable demonstration of the ability to apply logical thinking, gathering and analysing information and evidencing key performance indicators (KPIs).
• Experience of working within constraints. You understand and can work within given constraints (including but not limited to technology and policy, and regulatory, financial and legal constraints). You know how to challenge constraints that can be changed. You can ensure compliance against constraints by adapting products and services where needed.
• Ability to make and guide effective decisions, understand technical complexity and risks, run collaborative design activities, influence others and build consensus
• Able to prototype a code, but you don’t need to make production-ready code. Can communicate effectively with developers and know when to switch code, understand security, accessibility and version control
• Apply technical knowledge and experience to create or design workable prototypes, both programs and physical outputs