Senior Service Designer

Job Description

We are looking for a dynamic individual to develop, review and improve the customer experience across various stages of travel. You will be a master at establishing customer journeys through a culmination of conceptualising, research, synthesising and ideation steps. 

The successful candidate will be part of SIA’s Customer Experience Department in Customer Experience Division. You will apply your skills to reimagine, develop and review customer experiences with cross-functional business units whilst infusing the design thinking mindset and approach along the journey. During this process, you will co-create meaningful experiences for both our customers and staff.

The key responsibilities include:

• Work with multiple business units and stakeholders to lead and execute cross-department customer experience projects/initiatives

• Balance stakeholder needs and align on product priorities and decisions

• Apply Design Thinking / Service Design methodology and tools e.g. brainstorming, storyboarding, and prototyping to synthesize and draw insights from customer research

• Where needed, perform research and conduct interviews to understand customer behaviours, pain points, needs and aspirations

• Lead the service design stages of a project, translating research insights into memorable user experiences

• Ideate and develop concepts to demonstrate potential solutions across different moments along the customer journey

• Visualize and communicate design ideas using tools/techniques such as personas, customer journey maps, frameworks and/or infographics

• Plan, conduct and facilitate co-creation workshops using insights/research, design thinking activities, ideation techniques and thereafter synthesize outputs and create ‘to be’ customer journeys and solutions for business units’ execution

• Lead projects on a day-to-day basis, manage project teams, priorities, resources and timing

• Support any other projects and initiatives that require a customer’s point of view

• Any other relevant ad-hoc assignments/duties

Requirements

• Bachelor’s Degree in design / User Experience Design / Arts or equivalent

• At least 1-3 years of relevant working experience in service design and applying design thinking to solve challenges

• Experience in service design, customer experience discipline, developing/managing journey frameworks and proficiency in using service design tools

• Ability to solve problems creatively and effectively

• Detail oriented and analytical

• Good writing and presentation skills

• Organized and able to balance multiple priorities and perform well under pressure

• Good project management skills and leadership skills

• Able to work well independently and in teams