Service Designer (CX Designer)

Key accountabilities:

• The Service Designer is responsible for ensuring a customer-centric approach, delivering a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of a customer’s journey with the institution.
• The role will design, develop and implement changes to drive a differentiating experience for the customer’s journey with the institution, driving effective customer engagement within target customer segments.
• Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.
• Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.
• Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
• Develop, implement and analyze feedback channels to identify pain points, defining short term action points and permanent fixes to remove pain points.
• Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.
• Collaborate with UI/UX Designer on redesigning, innovating and implementing new frontend system designs to elevate the overall experiences of external customers as well as internal stakeholders, thru continuous research advancements in frontend design.

Essential Skills:

• Bachelor’s or Master’s degree in a technical or business management discipline
• 6 Sigma certification (preferred)
• Strong understanding of Agile methodology and practices
• Experience working in Agile teams or in a collaborative team environment which includes discussions around creative reviews, giving and receiving constructive feedback to and from team members and clients.
• Experience in process improvement and LEAN thinking methodologies
• Minimum of 5 years relevant experience in managing customer journey’s projects.
• Experience in financial institution (preferred).
• Experience in working with clients and designing customer journeys.
• Experience in product management or customer segment management