Service Designer

We are searching for a passionate ‘Service Designer who is eager to contribute to our business.

QUALIFICATIONS

• University degree (preferably in Business, Engineering, Marketing , or related field).
• Minimum 4 years of experience in Customer Experience and Service Design, with a proven ability to design and improve end-to-end customer journeys and services.
• Strong service design skills combined with product design or research background. Able to identify and solve customer and business problems using service design, design thinking, and product design methods.
• Acts as the voice of the customer, building advocacy among key stakeholders by evangelizing service design principles and processes.
• Confident in leading projects and facilitating collaboration among people within those projects.
• Skilled at mediating between business demands, customer needs, and technological feasibility to design effective solutions.
• Experienced in analyzing customer feedback across all channels to develop strategies for excellent customer experiences.
• Proficient in designing and mapping customer journeys across mobile, web, and all touchpoints.
• Able to measure, track, and interpret CX KPIs such as NPS, CSAT, CES, and work cross-functionally to implement improvements.
• Keeps up with new technologies to create innovative and personalized customer experiences.
• Manages end-to-end digital and physical customer experience projects.
• Conducts local and global CX benchmarking, shares insights, develops projects based on findings, and tracks progress.

RESPONSIBILITIES

• Service design mindset: Approaches problems holistically, considering frontstage, backstage, and end-to-end perspectives. Identifies strategic and user-focused opportunities for detailed analysis.
• Experience creating customer journey maps, service blueprints, flows, and knowing when to use each to improve situations.
• Comfortable collaborating with researchers to analyze and synthesize qualitative and quantitative insights.
• Navigates complex business areas and multi-channel journeys, effectively communicating key priorities to customers, colleagues, and teams.
• Skilled facilitator who engages stakeholders in workshops and collaborative sessions.
• Customer champion who balances user empathy with business requirements.
• Established design thinker with empathy, willingness to explore ideas, and a test-and-learn approach before launch.
• Strong storytelling skills to influence and encourage adoption among stakeholders and peers.
• Adept at managing complexity across multiple workstreams.
• Familiar with tools like Miro, Figma, and Pisano.