Senior Service Designer

We are DSK Bank, a proud member of OTP Group, a leading financial institution in CEE, leader in the Bulgarian banking sector. As member of our team you will be part of one of the largest banking groups in Bulgaria, which plays an important role in creating and maintaining business relationships with leading companies in the country, as well as with several million individual customers.

After the completion of the integration between DSK Bank and Expressbank, the newly formed Bank took leading position in terms of the size of its assets, number of branches in the branch network, the size of its deposits and loan portfolio in Bulgaria, offering a full range of modern financial products and services.

We are currently looking to hire:

Senior Service Designer,

Business processes and systems department

DSK Bank, Sofia Headquarters

Job responsibilities

• Improves customer experience by designing new and enhancing current customer journeys;
• Supports the organization and in approaching different issues and projects, applying Service Design methodology;
• Plans, prepares and executes a range of service design activities to support the development and continuous improvement of the Bank’s services and internal processes;
• Implements Service Design methodology in various projects and initiatives in the Bank;
• Identifies pain-points and finds the optimal solutions to maximize customer experience, using Service Design;
• Develops Customer Journey Maps and Service blueprints for the processes in the Bank;
• Analyzes customer feedback and finds optimal solutions using Service Design;
• Provides guidance and supports the teams in using service design methodologies in a strategic context

You are the ideal candidate, if you have:

• Educational degree – Master or Bachelor Degree;
• Experience in Service Design is required – minimum 3 years;
• Experience and know-how in Service design and/or Design thinking methodologies;
• Expert knowledge on customer satisfaction metrics and measures;
• Proficiency in English
• Very good computer literacy
• Loyalty, confidentiality in the performance of job responsibilities, timely decision-making skills and resilience
• Very good communication skills, initiative, analytical thinking and teamwork skills.
• Experience in project management, process optimization and organizational changes are considered advantage;

What we offer to you:

• Work in a leading financial institution with established traditions and reputation on the market
• Positive and dynamic environment, oriented towards results and customer satisfaction
• Opportunities for professional development
• Attractive and modern working environment with great location in the heart of Sofia
• Possibility for home office