Lead Service Designer

With Metrobank, a meaningful life is within your reach!

The Lead, Service Designer is responsible for creating customer-centric products, services, and experiences that deliver meaningful value and exceptional user satisfaction. This role leverages customer insights, research, and industry best practices to identify opportunities, solve business challenges, and design innovative service experiences. The Service Designer works closely with stakeholders, Product Managers, designers, engineers, and business teams to translate customer needs and business objectives into effective solutions. Through compelling visualizations, prototypes, and design artifacts, the role helps build alignment, secure stakeholder buy-in, and drive collaboration across teams to successfully deliver and continuously improve customer experiences.

Key Responsibilities

• Collaborate with business unit stakeholders to identify challenges and develop customer-focused solutions.
• Champion the voice of the customer by applying customer insights, design thinking, and agile methodologies to create relevant, intuitive, and engaging experiences.
• Partner with Product Managers and cross-functional teams to define and drive experience strategies and product design initiatives.
• Develop visual concepts, customer journeys, wireframes, and interactive prototypes to validate ideas through experimentation, user testing, and iterative improvements.
• Create and maintain design documentation, artifacts, and visualizations that support communication, collaboration, and development across teams.
• Simplify complex processes, data, and relationships through clear and effective visual representations.
• Promote and embed service design best practices across the organization, serving as a change agent for customer-centric innovation.
• Perform other related duties as assigned.

Qualifications

• At least 5 years above of experience in service design, customer experience design, or a related field, with proven success in improving customer journeys and services.
• Experience working with digital products and services is required.
• Strong expertise in Design Thinking, customer research, workshop facilitation, and problem-solving methodologies.
• Excellent verbal, written, presentation, and visual communication skills.
• Demonstrated people management or team leadership experience, including mentoring, coaching, and guiding cross-functional teams to achieve project and business objectives.
• Proven ability to collaborate effectively with designers, engineers, product owners, process owners, and business leaders.
• Experience managing stakeholders and influencing decisions across multiple levels of the organization.
• Bachelor’s degree in a relevant field.