Senior Service Designer

Mission

Provide the best Customer Experience in the market for Business Banking clients, across all processes and all channels of interaction.

Your day to day

Discovery/ Research

• Run different types of research: discover pains and gains from the customers feedback and propose improvements. Carry out qualitative research (client profiling, interviews, focus groups) based on the assumed research themes.
• Defines customer typologies (personas) and documents their needs and behaviors, analyses of multiple data sources (complaints, ad hoc studies on request, validation session, focus groups, transactional behavior analyses, etc.)
• Run and evaluate surveys.

Customer Journey & Service Design – Ensure the experience design activity

• Customer journey design and mapping by reviewing customer interactions with digital and human channels.
• Documents the model / blueprint of the experience for a topic of interest (product, process)
• Defines the structure/architecture of communication and interaction in relation to customers

Prototypes developments & validation

• Defines drafts of screens/processes/forms, process diagrams, etc, working closely to UX Designers
• Organize, plan, run validation sessions both with end users (clients) and for internal applications and document the results of these sessions.
• Following a complete cycle of research, experience design, prototyping, validation with users, prepare the implementation report of a solution from the perspective of customer experience.

Monitors the performance of the design and implementation processes:

• Measure performance indicators (post design, post testing, post implementation)
• Monitor customer complaints and suggestions related to functionalities, products, services, channels, etc. and the satisfaction expressed during the experience for the various measured interaction points (auto and ad-hoc NPS)
• Communicate to customers: legal, operational and informative communication. Create, support and communicate a plan of opportunities and objectives for the improvement and remedy of these causes together with the assigned stakeholders from Delivery tribes.
• Contribute to marketing communication and campaigns: acquisition, activation, awareness related to products, services and channels and create background content for product communication
• Monitor and communicate the competition changes and offers for the given processes.

What you bring to the team

• Minimum 3 years of experience as service designer or similar role.
• Experience in project management and research methods to gather insights into user needs and behaviors. Strong understanding of design thinking and service design methodologies.
• Strong communication skills to collaborate with various stakeholders, including product managers, developers, and marketing teams.
• Presentation and written/verbal communication skills in Romanian and English.
• Knowledge of banking system; market knowledge; design methodologies; development and implementation of process improvement initiatives; AGILE way of working knowledges is a plus.