Senior CX/Service Designer

Key Job Functions

· Identify opportunities to enhance customer experiences by gaining a deep understanding of the client business and consumer environment.

· Drive indepth customer insights research, engaging design office stakeholders in order to conceptualise, resource and execute the research design

· Using these insights to inform the development of various customer archetypes and personas in order to guide the evolution of the respective products and experiences.

· Proactively build partnerships with key stakeholders to strengthen trust and collaboration of the service design team.

· Collaborate with group stakeholders to co-create solutions that solve customer pains, create opportunties for both business and customer as well as achieve strategic group objectives

· Lead user centered design approach including analysis, exploration, storytelling, concept design, prototyping, evaluative testing and implementation.

· Translate customer needs, research findings and business requirements into compelling, efficient and highly usable designs.

· Create detailed service design blue prints that allow a holistic view of how customers experience respective nedbank products.

· Use appropriate and effective service development skills to articulate simplicity across services, supporting business needs, improving brand experience and increasing advocacy.

· Key participation on the selection of solutions, technologies, approaches to deliver services: gather and define requirements, propose solutions based on thoroughly documented research . Informing various stakeholders program (or product) backlogs as a means of ensuring identified problems and opportunities are addressed.

· Be a hands-on design expert, shaping the concept and seeing it through to detailed design and implementation across a variety of devices and platforms.

· Inspire innovative approaches to design, using creative facilitation techniques and taking the lead at client meetings, internal company meetings, brainstorms and external design events.

· Create “focused innovation” that balances the client’s business needs while meeting their goal of differentiation.

· Have a strong commercial understanding of the impact of design decisions on the business case behind respective products and services.

· A strong work ethic and a passion for drawing out and driving creativity and innovation.

· Display constant professionalism in the delivery of all work

· Analyze and respond to client briefs in a timely manner.

· Manage and oversee the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders.

· Ensuring these expectations are always documented and communicated

· Communicate and define project roles, responsibilities and expectations to each team member throughout the project(s).

· Break down business, user, and technology requirements into digestible components for the design team.

· Instill project teams with the confidence and discipline to explore innovative design solutions while respecting client deadlines.

· Lead service design engagements with support from the design lead and product owner.

· Oversee tasks assigned to Junior Consultants.

· Authoritatively and diplomatically steer, instruct and challenge product owners and design leads.

· Helping to create a system that can quantify the results of design decisions, thus allowing us to show our impact on improving employee and customer experience.

· Participate in and lead service & interaction design activities, including client workshops, user interviews and creative brainstorms.

· Explain and discuss design decisions eloquently and give design feedback.

· Manage Service & Interaction Design activities at the project level.

· Own Service & Interaction Design deliverables where appropriate.