Job Description

Responsibilities :
Responsibilities:
We're seeking a Service Designer to transform how we deliver value to customers! In this role, you'll focus on orchestrating seamless, end-to-end service experiences across our digital products. You'll bring together user research, journey mapping, and systems thinking to ensure that our services work well at every touchpoint - online and beyond. Key Responsibilities: Service Design Strategy o Lead the design of service blueprints and digital customer journeys, aligning them with business outcomes. o Use research to identify pain points and opportunities in the customer experience. o Translate complex functional/nonfunctional requirements into actionable service design strategies. Collaboration & Design Operations o Partner with product, UX, and engineering teams to integrate service design into product development. o Facilitate workshops and design sprints to co-create with stakeholders. o Maintain and update service design documentation using tools like SharePoint and Mural. Experience Management o Manage the service layer of digital products, including onboarding, support, and in-product guidance. o Advocate for user-centered service solutions across the customer journey. o Measure and iterate on service design improvements based on customer feedback and business KPIs. Delivery & Impact o Oversee the service design process for medium to large projects, ensuring alignment with delivery timelines and business objectives. o Use prototypes to communicate service design concepts clearly. o Track and measure the impact of service improvements through performance indicators. Required Qualifications: o 8+ years of experience in service design or digital experience strategy. o Strong grasp of journey mapping, blueprinting, and service modelling. o Experience using tools like Mural, Figma, Adobe Creative Suite, and SharePoint. o Solid understanding of digital platforms, design systems, and UX principles. o Experience in Agile environments, with familiarity in Lean UX methodologies. Preferred Skills: o Bachelor's/Master's in Design, Human-Computer Interaction, or equivalent experience. o Experience in e-commerce, SaaS, or platform-based digital services. o Ability to apply sociocultural trends to innovate service designs. o Strong problem-solving skills, with the ability to adapt to changing business needs.
Preferred Skills :
Foundational->Service Management->Service Design
Educational Requirements :
Bachelor of Engineering,Bachelor of Design
Service Line :
WONG DOODY

Skills Required