Service Designer

Are you interested in improving the life of millions of users on a daily basis? How about shaping the future of Ukraine? Then we got the position from which you can do this. PrivatBank is looking for a Service Designer to join us and be on the front line of creating the future of banking in Ukraine as PrivatBank is the largest bank in Ukraine. Almost 18 million Ukrainians constantly use the services of PrivatBank, and 13.5 million customers of the digital bank Privat24 now.

And wait, there’s more: PrivatBank’s net profit in 2020 is UAH 24.3 billion. This is 61.2% of the profit of all Ukrainian banks for the year.

So, are you ready for the challenge that only comes a few times in a career?

Even though we believe that you are a professional who will continuously shape the service designer role definition in PrivatBank, the initial list of needs that needs to be worked include:

• Implementation of the Management Strategy in terms of customer experience designing and improving
• Creation and development of the internal Design Thinking / Service Design center of competence
• Development and implementation of a plan to integrate Design Thinking / Service Design into business
• Development, organization and implementation of individual projects, service design projects
• Creation, analysis and support for digital maps of customer experience (Customer Journey Map, Service Blueprint, System Map, etc.)
• Organizing and facilitating Design Thinking / Service Design workshops to design (or redesign) new experiences for clients, employees, and partners
• Development of methodological base for the application of Design Thinking / Service Design in the company (guidelines, instructions, templates, tools, etc.)
• Conducting training in Design Thinking / Service Design for colleagues of different structural units, providing support and mentoring
• Involvement and coordination of service design agencies if needed

We believe that you will find it easier to achieve success if:

• Higher education, mainly in: Sociology, Psychology, Economics, Management
• Deep professional knowledge of human-centric methodologies of service design and Design Thinking / Service Design processes (confirmed by the relevant certificate)
• Professional knowledge in the field of facilitation of group work in cross-functional teams (confirmed by the relevant certificate)
• 2+ years of experience as a service designer (in-house or in agency)
• 3+ years of practical experience in the field of marketing / communications / product development / customer service in large companies
• Successful practical experience in applying the Design Thinking / Service Design methodology both for implementation of full-cycle projects and for solving separate problems
• Successful, proven experience in creating and developing in-house service design competencies
• Experience in developing and conducting training on the basics of Design Thinking / Service Design
• Mentoring for juniors and colleagues in the field of Design Thinking / Service Design
• English language proficiency (at least Upper Intermediate)