Manager, Service Design

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.
• Use quantitative or qualitative analysis results to inform new strategies to improve UX.
• 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 experience 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/user and business problems.
• Leverage current and emerging trends to lead improvements to existing services and introduce innovative solutions.

Key Accountabilities (2)

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 Accountabilities (3)

Key Relationships - Direct Manager

Head of Design Center of Excellence

Key Relationships - Direct Reports

UX researcher/expert

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/user 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
• Preferred experience of UX research
• Bachelor's or Master's Degree in design, Human-centered design or behavioural/social science