Lead Service Designer

Join our dynamic team of diverse professionals from top tech giants blockchain innovators and FinTech unicorns. Were looking for an experienced Service Designer to shape customer experiences across channels. Use your expertise in service design and systems thinking to lead key initiatives collaborate with diverse teams and enhance customer satisfaction. Your strategic insights and guidance will be crucial in delivering exceptional service experiences.

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences aligning business objectives and customer experience enhancement across multiple products and platforms
• Develop clear futurestate service propositions journeys and concepts that deliver value to customers and the business
• Partner with Product Design Engineering Operations Customer Support Risk & Compliance Legal and Data to shape endtoend service experiences across channels and touchpoints
• Work with UX Research and Data to plan conduct and synthesise research to inform and validate service design deliverables
• Lead cross-functional teams to create storyboards service blueprints and research to identify pain points and opportunities for improvement
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless experiences
• Create experience maps and service prototypes to illustrate customer journeys with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics
• Communicate complex service thinking clearly to stakeholders

Required qualifications capabilities and skills

• Solid hands-on experience in roles such as Senior or Lead Service designer or a related field focusing on end-to-end customer experiences
• Proven record in service design projects including journey mapping service blueprinting and storyboarding
• Experience in conducting user research to inform service design outcomes
• A strong portfolio demonstrating endtoend service design work: from discovery and insight through to service blueprints and futurestate journeys
• Strong communication skills to articulate service design artefacts to stakeholders
• Represent service design in key governance and decision forums & experience with fast-paced iterative design approaches involving frequent testing and refining of concepts
• Strong collaborative skills to build alignment across diverse teams & Degree in Design Service Design HCI Behavioural Science Business or related field or equivalent practical experience.

Preferred qualifications

• Ability to work in cross-functional teams facilitate collaboration and encourage consensus toward common goals and objectives
• Confident leading workshops cocreation sessions and playback meetings with senior crossfunctional stakeholders
• Comfortable presenting and tailoring communication style for different audiences
• Builds trusted relationships with Product Engineering Operations Risk and Compliance