Shaping end-to-end customer experiences by leveraging deep expertise in service design and systems thinking to develop innovative solutions that align with business objectives and enhance customer satisfaction, while forging transformative partnerships with top-tier global brands, creating innovative co-brand card solutions that drive commerce and deliver unparalleled rewards.
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
- Demonstrated expertise in creating direct and indirect experiences for diverse users
- Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
Responsibilities
- Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align 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, opportunities for improvement, and champion innovation in products and features of moderate complexity
- Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible 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, inform prioritization, and develop experience-led metrics to align business goals
Other
- Lead cross-functional teams to deliver excellence in service design.
- Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction.
- Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
- Design leadership or managerial experience
- Navigate complex organizational dynamics
- Great stakeholder management
- Drive and lead workshops with business partners and cross functional teams.
