Senior Service Designer

Key Responsibilities:

• 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

Primary Objective:

• 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

Requirements:

• Bachelor Degree – Degree or Master from established and recognized university..
• Master’s Degree – Degree or Master from established and recognized university.
• min 5 years experience in customer experience
• min 10 years in Banking or Service Industry