Service Designer

Key Responsibilities:

• Collaborate with cross-functional teams to design user-centric services across digital and physical touchpoints.
• Support and participate in service design activities from discovery through delivery.
• Conduct user research, stakeholder interviews, and data analysis to uncover needs, pain points, and opportunities.
• Contribute to the creation of service blueprints, journey maps, personas, and user flows to communicate insights and solutions.
• Develop and test service prototypes to gather feedback and iterate on design concepts.
• Work with Product Owners, UX Designers, and Developers to align service design with business goals and technical feasibility.
• Document service design outcomes and present findings to stakeholders in a clear and engaging manner.
• Support continuous improvement of service design practices, tools, and methodologies.
• Stay informed on industry trends, customer expectations, and service innovation practices.

Qualifications and Experience:

• Matric is essential.
• 4–7 years of experience in service design, UX, or design research roles.
• Bachelor’s degree or diploma in Service Design, UX, Industrial Design, Information Systems, Business Design, or related fields.
• Experience working in agile environments is preferred.
• Exposure to cross-channel or omni-channel service design projects is beneficial.
• Experience in telecoms or digital products is advantageous.

Desired Skills:

• Service blueprinting and journey mapping (e.g., Miro, Smaply, Lucidchart).
• User research techniques (interviews, surveys, contextual inquiry).
• Design thinking and co-creation facilitation.
• Prototyping and visual communication tools (e.g., Figma, Adobe XD).
• Collaborative and structured problem-solving approach.
• Strong communication and stakeholder engagement skills.
• Basic knowledge of business process design or CX is a plus.