Senior Service Designer (k/m)

What will you be responsible for?

Your mission will be to provide the best customer experience where it matters most, by designing and delivering solutions that create value for the customer and support the implementation of the bank’s strategy. Among your key tasks will be:

• Collaborating with teams that create solutions for clients, supporting them in identifying pain points and discovering new opportunities, as well as designing and delivering the best solutions consistent with the bank’s values ​​and differentiators
• leading projects and initiatives that support the development of customer relationships, designing and improving key customer journeys, and creating new solutions that deliver both functional and emotional value.
• combining customer knowledge, technology, business and strategy to create comprehensive and effective solutions
• designing and conducting experiments and pilots that transform the best ideas into optimal solutions
• facilitating workshops and selecting tools and methods that lead the team to achieve goals, working in formulas tailored to the challenge and needs of the team, e.g. Google Design Sprint
• mentoring teams that are working on new or improving existing customer solutions (in terms of using customer-centric frameworks, tools and methodologies)
• developing and promoting skills and tools that enable the organization to work in a human- and value-centered manner
• developing a culture where customer experience and customer value are integral to everyday work

Who are we looking for?

People with a talent for making change happen, courageous in questioning the status quo, enthusiastic in collaborating with others, willing to take on new challenges and open to jointly searching for the best solutions based on evidence. Our expectations:

• experience in designing services or developing products around customer value confirmed by the implementation of prepared solutions
• the ability to conduct research with clients and draw conclusions
• the ability to create prototypes of solutions and test assumptions
• proficiency in working with data, including formulating hypotheses, asking questions and drawing conclusions, and an interest in developing data fluency
• the ability to collaborate with diverse stakeholders, lead discussions and recommend solutions based on evidence
• customer focus and the ability to actively seek the customer perspective while taking into account business and technological conditions
• experience in facilitating workshops and meetings
• high level of autonomy and responsibility
• excellent work organization with simultaneous flexibility
• very good communication skills and the ability to build a network of contacts
• the ability to track market trends and draw inspiration from various industries
• knowledge of English at an advanced level