DescriptionJoin our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.
As a Service Design Senior Associate within the Design and Customer experience team, you'll execute service strategies, identify gaps, solve complex problems, and make recommendations to enhance experiences, all while focusing on strategic thinking and continuous improvement. Your strong understanding of the financial services industry will guide your independent work and peer guidance.
Job responsibilities
- Write inspiring service design project proposals for effective scoping.
- Facilitate and run collaborative workshops, partnering with UX designers, technologists, and product managers.
- Plan, conduct, and report on research methodologies to synthesize and communicate insights.
- Create design and prototyping solutions from strategic to tactical levels, producing journey maps, blueprints, and prototypes.
- Conduct design thinking training sessions for leaders from non-design backgrounds to help them understand and achieve their goals.
- Manage project planning and delivery, ensuring adherence to time and quality measures.
- Lead projects by interpreting challenges and driving towards impactful solutions, while coaching colleagues and stakeholders in service design.
Required qualifications, capabilities, and skills
- Minimum 6 years of experience in Design Thinking or Service Design.
- Bachelor’s degree or equivalent experience.
- Deep knowledge in areas such as Research, UX Design, Product Design, Organizational Design, Strategic Design, and Business Design.
- Hands-on experience designing for digital and non-digital channels, including journey maps, blueprints, and service prototypes.
- Passionate about Customer Experience Design and its importance to organizational success.
- Excellent communication and storytelling skills, with confidence in presenting.
- Strong project and people management skills, capable of leading projects and contributing individually.