Service Designer

Main Responsibilities:

We are looking for professionals with experience in the role of Service Designer,  to work in the banking sector

Requirements:

Years of Experience: At least 3 years of verifiable experience in Service Design projects.

Certifications: Diploma or specialized courses in UX or Service Design.

Language: English intermediate level.

Desirable experience in Financial / Banking projects:

The Service Designer role is responsible for researching and designing, together with Strategy teams, products, channels, operations, among others, experiences with a comprehensive view, based on the complete journey that our clients live, including all contact points. Always based on their needs, behavior and perception in the use of the different products and channels.

Additionally, he is in charge of the ideation of testing sessions, workshops, workshops with clients and stakeholders. Work on adoption strategies for design solutions, including constant monitoring of these, and early detection of problems, based on key business indicators and metrics focused on the experience of our customers and the business. This allows it to be an enabler for the prioritization of initiatives focused on delivering value for both users and the business, in addition to achieving the alignment of teams within the bank, around the same experience strategy.

General Responsibilities:

The general responsibility is to provide service designers trained to execute the tasks defined in the previous section.

Investigate about the users involved in the project, about the business, about the industry context, about the evolution of the products already available for customers.
Understand through different investigative instances, the behavior of users, needs, pains to work on an ideal or to-be experience journey.
Facilitate activities and work sessions focused on experience for both clients and work teams.
Propose customer-focused service design solutions and their main needs.
Ensure the consistency of the customer experience by taking into consideration all the touch points with which the customer interacts and the voice and tone.
Test and carry out studies with clients to test the designed proposals.
Constantly monitor experience and business indicators.

Reportability and Support:

The deliverables will be subject to the nature of the project in which they participate and according to what is defined with their leader. Some examples:

– Raising the voice of clients
– Benchmarks
– Blue Print
– Co-creation workshops
– Testing with clients
– Reports