Shape customer experiences and influence strategic initiatives in a leading financial institution by leveraging deep expertise in service design and systems thinking.
Requirements
5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding.
Expertise in creating direct and indirect experiences for diverse users.
Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.
Experience conducting user research and translating insights into design solutions.
Ability to analyze and synthesize qualitative and quantitative data.
Responsibilities
Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms.
Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement.
Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless experiences.
Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics.
Other
Lead cross-functional teams to deliver excellence in service design.
Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus.
Excellent written and verbal communication skills, including the ability to present concepts and justify design decisions.
Strong analytical and problem-solving skills.
Ability to work in a fast-paced environment and adapt to changing priorities.
