Experience Designer

Roles and responsibilities

Conduct research to deeply understand emerging innovation and growth challenges in the postal and courier businesses to ensure that innovation opportunities are identified and capitalized.
Review customer experience reports to analyze and assess different potential innovative exercises according to the innovation strategy.
Work closely with all stakeholders to build programs and resources that address the challenges and needs of products/services at SPL.
Develop and manage engagement plans to work with product teams to embed responsible innovation practices in the product development process.
Understand how technology is developed and experience anticipating and mitigating potential risks.
Ensure that the storytelling and visual designs are well developed and clear for all stakeholders.
Consult as a user experience and design expert in design thinking, facilitation, business strategy, data analytics, experience design; on projects led by Innovation Team.
Build customized approaches for SPL challenges includes leading the end-to-end process of service & experience design, mentioning all related researches, pricing, pitching the proposal to the stakeholders, and helping them understand how the approach meets SPL objectives.
Provide the optimal level of support to each initiative in the innovation portfolio, and interacting appropriately with the broader organizations' governance requirements
Strategic Leadership and Vision
Develop Service Strategy: Define the vision and strategy for service and experience design across all customer touchpoints. Align the service design strategy with the broader organizational goals and customer experience vision.
Customer-Centered Culture: Promote a customer-centric culture within the organization by ensuring that customer needs and expectations are at the core of service design efforts.
Leadership and Team Management: Lead and mentor a team of service designers, UX researchers, and experience designers. Provide guidance and foster collaboration to create an innovative and high-performing team.
Executive Collaboration: Work closely with senior leadership and other departments (e.g., marketing, product, sales) to ensure that service design initiatives support business objectives and reflect the brand values.

Desired candidate profile

Manages Complexity
Action Oriented
Develops Talent
Communicate Effectively
Being Resilient
Customer Focus
Collaborates
Instill Trust
Drives Results
Service and Experience Design
End-to-End Service Design: Oversee the design and development of end-to-end customer experiences, including the design of services, systems, processes, and touchpoints across physical and digital platforms.
Innovation in Service Design: Drive innovative thinking to create unique service offerings that differentiate the brand in the marketplace. Ensure that service design solutions are forward-thinking and adaptable to emerging trends and technologies.
Customer Journey Mapping: Lead the mapping and analysis of customer journeys to identify pain points, opportunities for improvement, and new areas for service innovation.
Experience Prototyping: Supervise the prototyping and testing of service concepts to ensure they meet customer expectations and business requirements before full-scale implementation.
Cross-Functional Collaboration
Collaborate with Departments: Work closely with other departments, including product development, marketing, operations, and customer service, to ensure that the designed services align with internal processes and deliver seamless customer experiences.
Stakeholder Engagement: Engage with internal stakeholders and customers to gather feedback and insights that inform service design improvements and innovations.
Align with Brand Strategy: Ensure that the service design aligns with the company’s brand identity, values, and overall strategy, delivering consistent experiences across all touchpoints.