Service Design Head

JOB PURPOSE:

Primarily responsible in creating and designing service blueprints and experiences for users or customers of a product or service. Focused in enhancing a customer’s experience throughout all types of interaction within the organization. Solves a range of problems and must be able to analyze and understand the customer’s behavior and decision making.

MAIN ACCOUNTABILITIES:

• Develops a UX service design and creates service blueprints that visualizes the relationships between different service components that are directly tied to the touchpoints in a specific customer journey.
• 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 5-10 years experience and leadership 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, Blueprinting and People Management