Responsibilities
Key Responsibilities: Service Design Strategy • Lead the design of service blueprints and digital customer journeys, aligning them with business outcomes. • Use research to identify pain points and opportunities in the customer experience. • Translate complex functional/nonfunctional requirements into actionable service design strategies. Collaboration & Design Operations • Partner with product, UX, and engineering teams to integrate service design into product development. • Facilitate workshops and design sprints to co-create with stakeholders. • Maintain and update service design documentation using tools like SharePoint and Mural. Experience Management • Manage the service layer of digital products, including onboarding, support, and in-product guidance. • Advocate for user-centered service solutions across the customer journey. • Measure and iterate on service design improvements based on customer feedback and business KPIs. Delivery & Impact • Oversee the service design process for medium to large projects, ensuring alignment with delivery timelines and business objectives. • Use prototypes to communicate service design concepts clearly. • Track and measure the impact of service improvements through performance indicators.
Technical Requirements
Required Qualifications: • 3+ years of experience in service design or digital experience strategy. • Strong grasp of journey mapping, blueprinting, and service modelling. • Experience using tools like Mural, Figma, Adobe Creative Suite, and SharePoint. • Solid understanding of digital platforms, design systems, and UX principles. • Experience in Agile environments, with familiarity in Lean UX methodologies. Preferred Skills: • Bachelor’s/Master’s in Design, Human-Computer Interaction, or equivalent experience. • Experience in e-commerce, SaaS, or platform-based digital services. • Ability to apply sociocultural trends to innovate service designs. • Strong problem-solving skills, with the ability to adapt to changing business needs.
Preferred Skills
Foundational->Service Management->Service Design
Additional Responsibilities
Not Available
Educational Requirements
Bachelor of Engineering,Bachelor Of Technology,Bachelor of Design
