Service Designer

The role

My client (Top Tier Financial Firm) – Service Designers lead research and insights on multidisciplinary projects. Service Designers help identify ideal methodology based on the specific project and needs, and are responsible for providing business-relevant, future-thinking perspectives on the challenge. Service Designers bring the user into the equation and through methods such as interviews, ethnography, co-creation workshops, and diary studies are able to connect the dots between customer needs and desires, market trends and competitive analysis. Service Designers identify new insights to prioritizing opportunities, and to shape the future of products, services, businesses and industries.

Key Responsibilities:

• Customer Journey Mapping: Create detailed customer journey maps to understand and visualize the customer experience across different touchpoints.
• Service Blueprinting: Develop comprehensive service blueprints to document service processes, including customer interactions, frontstage, and backstage activities.
• User Research: Conduct qualitative and quantitative research to gather insights into customer needs, behaviors, and pain points.
• Stakeholder Collaboration: Collaborate with product managers, UX/UI designers, marketing teams, and IT to ensure a cohesive service design strategy.
• Prototyping and Testing: Develop prototypes and conduct usability testing to validate and refine service concepts.
• Continuous Improvement: Identify opportunities for improving existing services and processes, leveraging customer feedback and data analysis.
• Training and Development: Educate and train internal teams on service design principles and best practices.
• Innovation: Stay up-to-date with industry trends and emerging technologies to propose innovative solutions that enhance the customer experience.

Qualifications:

• Education: Bachelor’s or Master’s degree in Service Design, User Experience Design, Human-Computer Interaction, or a related field.
• Experience: Minimum of 3-5 years of experience in service design, preferably within the financial services industry.

Skills:

• Proficiency in service design tools and methodologies (e.g., journey mapping, service blueprinting).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a cross-functional team environment.
• Knowledge of customer experience management and design thinking principles.
• Familiarity with banking products and services is a plus.

Personal Attributes:

• Customer-Centric: Passionate about creating exceptional customer experiences.
• Innovative: Creative thinker who can propose and implement new ideas.
• Detail-Oriented: Meticulous attention to detail and quality.
• Adaptable: Comfortable working in a fast-paced and dynamic environment.
• Empathetic: Strong ability to empathize with customers and understand their needs.