Service Design Manager

Job Purpose

The job holder is responsible for guide the bank's designers to adopt a customer-centric approach and champion consistent customer experiences across all touchpoints and at all stages of a customer's journey with the bank. The job holder will guide teams to design and implement end-to-end customer experience changes required to improve customer touch points and overall journey experience with the bank.

Key Accountabilities (1)

Product and Experience Design
- Drive customer engagement effectiveness within target customer segment.
- Lead squad and tribe members to identify new data insights to enrich the customer journey design and experience.
- Oversee implementation of dynamic framework of system-driven triggers, draft roadmap of customer life stage events to support holistic engagement of customers.
- Lead squad and tribe members in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
- Oversee the design and development of feedback channels to identify pain points, defining short term action points and permanent fixes to remove pain points.
- Oversee the design and implementation of tools and skillsets to plan, design and facilitate improvement workshop for projects/initiatives/process mapping, storyboarding, user persona, cost-impact analysis.
Strategic Planning
- Develop the Customer Journey roadmap to deliver on the bank's digital strategy vision, setting visions and directions for the Business Tribe.
- Manage resources (tools, tribe capability, financials) to ensure products are delivered and implemented within budget (Profit and Loss).
- Work closely with senior management teams and other tribe leads to craft the customer journey roadmap and design required products.

Key Accountabilities (2)

Managing Projects
- Oversee coordination and delivery of products across squads and ensure timely delivery of products in accordance to timeline set.
- Monitor and evaluate successful implementation of products while developing enhancements based on implementation results/responses.
- Design and set product development priorities with evaluation and inputs from Data and Technology Tribes, ensuring products are delivered at the speed of markets.


Managing Stakeholders
- Manage strategic relationships with other tribes and squads, ensuring that overall business objectives are being achieved through the translation of strategic plans into operational plans and guiding the execution of said plans.

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 goals
- 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

CX/UI/UX Designer, UX researcher/expert, CX copywriter

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
- Multiple experiences in working on large scale projects
- Deep experience in project management and workplace mediation
- Proven track-record in leading product and service design in Agile enterprises
- Mastery and rich work experience on SDLC and Agile procedures to guide development team to be more efficient
- Deep 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