Service Designer

Overview:

We are seeking a Service Designer to create seamless, client-centered service experiences across multiple channels, including digital and in-person environments. This role involves end-to-end journey mapping, service blueprinting, and close collaboration with cross-functional teams to deliver impactful solutions that meet regulatory and operational standards. Unlike traditional UX/UI roles, this position emphasizes a holistic approach to the entire service process, ensuring cohesive client experiences that support business objectives.

Key Responsibilities:

Customer Journey Mapping: Create comprehensive client journey maps across multiple service touchpoints to identify pain points and opportunities for improvement.

Service Blueprinting: Develop detailed service blueprints to document end-to-end processes, focusing on both client-facing interactions and behind-the-scenes activities essential for operational success.

User-Centered Research: Conduct qualitative and quantitative research to understand client needs, generating personas and insights to inform service design strategies.

Cross-Functional Collaboration: Partner with teams in product, compliance, risk, and IT to ensure service designs align with regulatory and business standards, facilitating a unified approach.

Prototyping and Validation: Develop prototypes and conduct usability testing to iterate on and refine service concepts, focusing on high standards of client experience and compliance.

Continuous Service Improvement: Use client feedback and data to enhance current services, prioritize solutions, and simplify complex processes.

Training and Knowledge Sharing: Educate internal teams on service design principles, fostering a client-centered approach across departments.

Qualifications

Education:

Bachelor’s or Master’s degree in Service Design, Human-Computer Interaction, or related field.

Experience:

3-5 years in service design, ideally in financial services or regulated industries.

Skills:

Proficiency in service design tools and methods (e.g., journey mapping, blueprinting).

Strong analytical skills and the ability to translate insights into effective service designs.

Excellent collaboration and communication skills.

Knowledge of regulatory standards and data privacy requirements.

Familiarity with banking products or similar regulated services is a plus.