Service Design Manager

Great opportunity to join a growing team in a global financial entity. This role brings solutions to life through a variety of research methodologies to uncover insights about the customer and the market. Opportunity to focus on UK and Asia markets (Some travel will be required). Yes, this will be in business class.

Applying best practice methods around human centred design, you will be responsible for developing value propositions and designing solutions that engage the customer and deliver compelling service experiences.

Key Deliverables

The Service Designer Manager is responsible of driving the customer experience vision, ensuring design activities are aligned to customer journeys, having a strong connection to both current and evolving customer needs. This includes, but isn’t limited to:

• Be a core member of an interdisciplinary project team
• Bring systems-level thinking to dissect and interpret the entire ecosystem of a product, service or system
• Develop ethnographic research and contextual design investigations to understand customer behaviours, pain points, needs and aspirations
• Drive synthesis and insight generation, with an emphasis on collaboration and group facilitation
• Communicate and envision design deliverables (ideas, service models, customer journeys, scenarios, system maps, infographics) and artifacts in support of a client mission
• Collaborate with designers and technologists to map and visualize ideas
• Bring an onni-channel lens to services; combining analog and digital touchpoints
• Use human-centered planning to develop new business models and change management
• Develop strategic roadmaps, define requirements, processes and generate business cases to support work stream objectives
• Conduct qualitative and quantitative methods of evaluation
• Maintain a human-centered focus to your work
• Contribute to thought leadership in the field

Qualifications and experience

• Experience with service design, design thinking, design research, business design, or customer experience strategy
• Experience with behavioral analysis
• Experience working on a service design project end-to-end
• Experience with ethnographic fieldwork and making sense of qualitative and quantitative data
• Experience with client negotiation and setting expectations against real world limitations
• Degree in Design, Anthropology, Sociology, Business, or a related field preferred

To be considered for this fantastic role, please click “Apply” or contact me directly for full job details- ssalazar@welovesalt.com

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