Senior Service Designer

Key Responsibilities:

• Continuously capture Voices of Customers and Voices of Employees to gain a complete view of customer experience.
• Measure, monitor and report customer satisfaction and engagement levels to continuously improve our operations and remain competitive.
• Gain deeper insights through analysis of data from multiple sources to uncover and recommend strategic solutions to drive Group-wide improvements in CX.
• Ensure designing of our products, services and the way we operate are dictated by what is best for our customers.
• Support the Service Excellence Council strategies.
• Conduct 360 VOC to understand CX journeys and service moments of truth across multiple journeys.
• Perform ethnographic research to understand customer gain points and pain points.
• Responsible for collating data, interviews customers, and conducting research to support design and enhancements to journey.
• Own and drive (through engagement with stakeholders) customer related surveys to gather customer and general banking insights to formulate CX strategy.
• Possess design-thinking skills to develop a structured framework for understanding customers and co-design desired solution and experience.

Requirements:

• Bachelor Degree in related field.
• Min 5 years in customer experience and 10 years in Banking or Service Industry.
• Understand CX journeys and service moments of truth across multiple journeys.
• Strong excel and analytical skills – able to synthesise large volumes of data to derive customer insights and prepare reports to management.
• Able to perform ethnographic research to understand customer pain points and creative problem-solving.
• Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribes & squad.
• Possess basic product and services knowledge