Service Design Manager

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

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.

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.

• 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