Service Designer

As a Service Designer, you live and breathe the customer voice. You re a master at establishing customer journeys through a culmination of conceptualising, research, synthesising and ideation. You are a team player as collaboration with the broader CX team members and stakeholders is the order of the day.

Your confidence in challenging ideas, your knack in making the complex simple and your passion to co-create solutions with customers staff and business leaders will set you up for success.

Join a passionate, multi talented team of service designers, within a highly collaborative and supportive environment to create in depth end to end financial journeys for personal and business banking customers. The team has been acknowledged as Asia’s Top Design Practice at the Singapore Design Awards and has amassed multiple SG Good Design Mark awards since 2014. This is a high impact and internally visible r ole that will positively influence customer experience
with the OCBC Bank Group.

What you will be doing

• Develop customer journeys, service blueprints, personas and utilise various forms of canvases together with your team members and business stakeholders;
• Advocate and coach HCD across stakeholder engagements and projects;
• Design and facilitate co creation workshops, design thinking activities, ideation sessions;
• Ideate and develop concepts to demonstrate potential solutions across chapters and moments within the customer journey;
• Develop design artefacts including personas, customer journey map and user journeys. Bonus if you are able to proficiently wireframe and develop UX prototypes;
• Plan, conduct, and synthesis e interviews, prototype testing and tailor research plans that befit diverse needs with stakeholders across teams in the bank;
• Connect the dots across different engagements within the design team and identify opportunities to collaborate.

*LI – Kit

 You’ll succeed because

• You have spent at least 5 years in service design experience design UX research capacity;
• You are experienced across the end to end CX design process, a bonus if you ve worked on complex projects either at a leading consultancy, fina ncial institution or mega app environment;
• You have experience in designing, planning and executing research and testing to discover and document the needs of end users, and taking ownership of them across the engagement lifecycle;
• You have worked with contemporary design and prototyping tools and methods (both digital and physical) is necessary, such as Figma and FigJam;
• You can tell a powerful story with your effective presentation and communication skills, you are able to communicate insights and ideas to a large group of cross functional stakeholders;
• You understand that CX is a team sport. You are excellent at interpersonal skills and a natural collaborator, because you understand that the key to success is collaboration between the research, design, product and development teams;
• You have a growth mindset. You enjoy sharing your domain knowledge with others. Yet, you can work autonomously, be self driven and meticulous to get the details right;
• You exhibit grace under pressure.