Service Designer

JOB PURPOSE:

Primarily responsible in creating and designing service blueprints to help the organization refine processes and deliver pleasing and memorable customer experiences. Solves a range of problems and must be able to analyze and understand the customer’s behavior and decision making which includes steps, actions, choices and interactions the customer performs while evaluating, purchasing or using the service delivery process.

MAIN ACCOUNTABILITIES:

• Creates a service blueprint that visualizes the relationships between different service components that are directly tied to the touchpoints in a specific customer journey.
• Develops UX journeys on various processes taking into consideration roadmaps, personas, workflows and scenarios to have an enhanced customer experience and increased customer engagement.
• Incorporates agile ways of working to implement projects in a timely manner to improve the customer experience and delight the customers.
• Develops training programs to ensure proper application of CX journeys.
• Complies with the bank’s policies and procedures in implementing the department’s initiatives and programs.
• Performs other relevant functions that may arise from time to time.

Qualifications:

• Bachelor’s Degree in Marketing / Business Administration / Economics / Data Analytics
• At least 3-5 years experience in retail banking or any industry dealing with known customers, including the management thereof. Preferably from industries such as financial products/services, retail, or fast-moving consumer goods with knowledge in the areas of UX/CX service design and blueprinting, total quality, traditional/digital marketing, sales, business development, customer service, project management and business transformation.
• Exposure to business transformation, project management & process improvement projects
• Skills: MS Office, Design thinking, UX/CX Service Design and Blueprinting