Service Designer

You’ll start to work on customer journeys across value streams and work with and across multiple business teams in order to map or build service blueprints, research and map the customer/user experience, drive the definition of better services or improvements in existing ones, helping prioritise what needs to be worked on and how it needs to be built.

You’ll partner with UX, CX and Research in your work.

Here’s a posssible sequence of activities:

• Mapping the service blueprint per value stream (ex: daily banking / lending) with the help of Operations, customer support, BA, Business, etc.
• Mapping the customer journey and document the experience through research, working with UX Research internally.
• Design (prototype and test) service, process or interaction improvements, together with UX and UI Designers, that can solve or enhance the customer experience, collaborating with and pulling together necesarry departments in the company (call center, complaints, operations, branches, crm, security, legal, risk, etc)
• Prioritise with leadership the necesarry evolution in order to reach a unified e2e experience acrosss value streams.
• Define benchmakrs for metrics, measurements and definitions of done.

What we’re looking for:

• Background in UX or Product Design: you will have demonstrable experience in shipping products and services.
• Proficient in mapping complexity: from wireframe to blueprints, you are skilled in mapping, explaining and prototyping interactions from small to large scale.
• Experience in both agile and waterfall setups
• Critical and systems thinking
• Demonstrable experience of leading workshops. Can comunicate and negociate with all disciplines in order to succesfully lead a project down the right path
• Great storytelling / presentation skills