Service Design Manager
4 weeks ago
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 track-record 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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