Service Designer

Job Description

Responsibilities (how we will measure success)

• Lead the design and development of end-to-end service experiences for our digital products powered by AI, from concept ideation to implementation and iteration.
• Collaborate with product managers, data scientists, engineers, and other stakeholders to define product requirements, user stories, and design specifications that align with business goals and technical capabilities.
• Create user journey maps, service blueprints, wireframes, prototypes, and other design deliverables to visualize and communicate service concepts, interactions, and workflows.
• Facilitate workshops, design sprints, and co-creation sessions to generate ideas, validate assumptions, and iterate on service designs based on user feedback and testing.
• Champion user-centric design principles, accessibility standards, and best practices across the organization, advocating for the needs of diverse user groups and ensuring inclusive and ethical design solutions.
• Continuously monitor and evaluate service performance metrics, user feedback, and market trends to identify opportunities for improvement and innovation and drive iterative enhancements to our digital and AI solutions.
• Compliance and Reporting: Ensuring compliance with internal policies and external regulations related to core Digital & AI product deployments and preparing reports for management and stakeholders for scheduled and ad-hoc forums.
• Creation or leveraging of existing digital tools to raise and measure actions relating to service delivery and/or service transition.
• Participation in any required licencing of technology existing or new to improve the service design of a specific software.
• Project Management: Assisting in projects from initiation to completion, including scoping, planning, scheduling, and risk management.

Qualifications
Requirements

• Bachelor’s or master’s degree in design, Human-Computer Interaction, Service Design, or a related field.
• 5 years of experience in service design, user experience design, or a related discipline, preferably in a technology-driven environment.
• Strong portfolio showcasing end-to-end service design projects, with a focus on digital products and AI solutions.
• Proficiency in design thinking methodologies, user research techniques, wireframing tools, prototyping software, and design collaboration platforms.
• Solid understanding of artificial intelligence concepts, algorithms, and applications, with the ability to translate technical complexities into intuitive and user-friendly experiences.
• Excellent communication, collaboration, and presentation skills, with the ability to articulate design concepts and advocate for user needs to cross-functional teams and stakeholders.
• Ability to work effectively in a fast-paced, dynamic environment, prioritize multiple projects, and meet deadlines while maintaining a high standard of quality and attention to detail.
• Passion for innovation, creativity, and continuous learning, with a curiosity for emerging technologies and their potential impact on user experiences and service design.

Other

• Undertake any additional reasonable duties as required by IQ-EQ

Desired Criteria

• Experience working with Agile/Scrum methodologies and cross-functional development teams.
• Familiarity with design systems, accessibility standards, and design tools such as Sketch, Figma, Adobe XD, or similar.
• Knowledge of UX/UI design principles, information architecture, and interaction design patterns.
• Experience designing conversational interfaces, chatbots, or virtual assistants is a plus.
• Experience of operating within a firm that shares some of the following features:
  • Globally distributed teams
  • Financial Services
  • Fast-paced and rapidly evolving environment
• Experience working in a Private Equity / Investor service industry.
• Experience / Understanding of open banking.

Additional Information

Key competencies for position and level

• Communicates Effectively
• Effective Team Player
• Demonstrates Resilient
• Plans and Aligns
• Organisation Savvy

Embodies our ABC values: Authentic, Bold, and Collaborative