Key Responsibilities:
· Lead research analysis to identify service trends and behavioral insights.
· Facilitate and consult in service design workshops with internal stakeholders.
· Scope and lead service design initiatives, identifying proper methodologies and deliverables.
· Create detailed visual service artifacts such as journey maps, blueprints, and stakeholder diagrams.
· Use human-centered design principles to align services with business and user needs.
· Present insights and recommendations to senior leadership through strong storytelling and visual communication.
· Collaborate cross-functionally with researchers, UX, and visual designers to enhance overall experience quality.
· Apply strategic thinking to connect individual service touchpoints to broader business goals.
Required Skills and Experience:
· Minimum 6 years of progressive experience in service design or related field.
· Proven expertise in service blueprinting, experience mapping, and systems thinking.
· Ability to independently lead design initiatives and present to executive-level audiences.
· Familiarity with Adobe Creative Suite and visual storytelling tools.
· Strong business acumen, ideally within financial services or similar sectors.
· Portfolio required (PDF, website, or samples) to showcase design thinking and service solutions.
Education:
· Bachelor's degree in Design, Human-Computer Interaction (HCI), Engineering, or a related discipline (or equivalent work experience).
Preferred Qualities:
· Self-starter with the ability to quickly understand business context and customer pain points.
· Flexible and collaborative, with a strong sense of ownership and strategic foresight.
· Capable of translating complex business needs into actionable service strategies.
What We’re Not Looking For:
Candidates focused solely on process engineering or organizational effectiveness without demonstrated service design skills will not be a fit. This is not a purely operational role—it requires experience-led, human-centered design expertise.
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