Service Designer

Job Description:

Are you a talented and experienced Service Designer with a passion for creating exceptional client experiences? Do you thrive on designing intuitive and seamless client journeys? Are you also skilled in facilitating design thinking workshops? If you have a deep understanding of human-centred design principles and the ability to build comprehensive service blueprints, we have an exciting opportunity for you to join our team as a Service Designer.

At HSBC Innovation Banking we are dedicated to delivering outstanding service and value to our clients. As a Service Designer in our Client Experience team, you will play a pivotal role in shaping the end-to-end client journeys and designing service blueprints that drive exceptional client satisfaction and business success. You will also be responsible for facilitating design thinking workshops, enabling cross-functional teams to think creatively and solve complex problems collaboratively.

Responsibilities:

• Collaborate with cross-functional teams, including client experience managers, product owners, and developers, to define and shape client journey strategies and service design approaches using design thinking methodologies.
• Conduct thorough research and analysis of client needs, pain points, and behaviours to inform the design process.
• Design and develop client journeys, mapping out touchpoints, interactions, and channels to ensure a seamless and delightful experience.
• Apply design thinking principles to create comprehensive service blueprints, illustrating the underlying processes, systems, and resources required to deliver the desired client experience.
• Facilitate design thinking workshops to guide cross-functional teams through the creative problem-solving process, encouraging collaboration and innovation.
• Work closely with stakeholders to define and prioritize features, functionalities, and service enhancements based on client needs and business objectives.
• Develop wireframes, prototypes, and design concepts to communicate and validate client experience improvements.
• Conduct usability testing and gather user feedback to iterate on designs and enhance the overall client journey.
• Stay up-to-date with industry trends and best practices in service design, client experience, and design thinking, and advocate for their implementation within the company.

Requirements:

• Bachelor’s or Master’s degree in Design, Interaction Design, Service Design, or a related field.
• Proven experience as a Service Designer or similar role, with a focus on client experience and journey design.
• Strong portfolio demonstrating your expertise in designing client journeys and service blueprints using design thinking principles.
• Proficiency in design and prototyping tools such as Sketch, Figma, Invision, Adobe Creative Suite, or similar.
• In-depth knowledge of human-centred design principles and methodologies, with a strong emphasis on design thinking.
• Experience in facilitating design thinking workshops, and guiding teams through the creative problem-solving process.
• Experience conducting user research, testing usability, and translating insights into actionable design recommendations.
• Excellent communication and presentation skills, with the ability to effectively articulate design concepts and rationale to cross-functional teams and stakeholders.
• Strong analytical and problem-solving abilities to identify pain points and opportunities for improvement within client journeys.
• A collaborative mindset with the ability to work effectively in a fast-paced, iterative design process.
• Familiarity with Agile and Lean methodologies is a plus.