Service Design Manager

2 weeks ago


Hanoi, Hanoi, Vietnam Techcombank Full time

24 Nov 2023
Service Design Manager:


  • Category: Digital Office
  • Job Type:
  • Facility: Digital
    Job Purpose:


The service design manager will be working through the entire design and delivery process, from framing problems to improving and re-imaging end-to-end experiences.

The job holder will lead and evangelize the service design discipline within the bank enabling the harmonization of customer needs and business objectives.


Key Accountabilities (1):

End-to-end mapping and strategic insight

  • Map, synthesize and visualize the holistic customer experience across channels, propositions and business lines.
  • Plan and lead service design activities within projects.
  • Develop service blueprints and journey maps to provide direction for new and improved customer journeys.
  • Develop the Customer Journey roadmap to deliver on the bank's digital strategy vision, setting visions and directions for the Business Tribe.
  • Manage user researchers to ensure consistency and consolidation of insights.
  • Work closely with senior management teams and other tribe leads to craft the customer journey roadmap and design required services.
  • Use design thinking, data and agile practices to solve customer and business problems.
  • Leverage current and emerging trends to lead improvements to existing services and introduce innovative solutions.

Key Accountabilities (3):

People management

  • Attract, onboard and retain the right talents for a high
- performing team

  • Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members
  • Manage team performance & provide feedback regularly (following the annual performance management cycle);
  • Enable team member's professional and personal development through capability assessment, training, coaching & feedback, etc.
Motivate and recognize team members' contributions towards the team's shared goal

  • Responsible for developing talents within the team
  • Act as a role model and promote corporate culture at sub
- function level

  • Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager:

Head of Design Center of Excellence

Key Relationships - Direct Reports:

UX researcher

Key Relationships - Internal Stakeholders:

Cross functional team members within Disvision and across Divisions

Key Relationships - External Stakeholders:

Partners providing professional services

Success Profile - Qualification and Experiences:

  • 8 years of relevant experience in a financial institution with 4 years of experience in managing a team
  • Extensive experience in stakeholder management and designing customer journeys
Proven experience as service design practitioner

  • Deep understanding of project management and workplace mediation
  • Proven trackrecord in leading product and service design in Agile enterprises
  • Solid experience in product and journey design in digital capability preferably in financial services industry
  • Bachelor's or Master's Degree in design, HCD or behavioural/social science


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