Design Lead

Introduction
Service designers work to create end-to-end enterprise experiences for prospects customers business partners and employees that span face-to-face and digital interactions. They use human-centered approaches to shape and define the value exchange between a service provider and the user across touch points time and channels.

Your Role and Responsibilities

• Generating insights through research with users staff and stakeholders to shape a holistic view of the total user experience – Analyzing consolidating and communicating research findings to stakeholders in order to strategically frame validate and quantify the problem being solved and help inform the wider strategic roadmap of initiatives
• Defining key UX and organizational measurements used to track and prove the initiative delivers positive outcomes for both users and the business
• Designing concept journeys blueprints and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service
• Facilitating the collective understanding of the end-to-end front-to-back experience by mapping the orchestration of events at the intersection of technology business and design
• Shaping how behind-the-scenes processes and support functions interact with each other and how these impact the design process
• Embedding design practices within organizations to create a sustainable approach to service the needs of the user
• Responsible for ensuring that all insights and ideas are consolidated into a holistic product/service vision (e.g in form of a Golden Thread).
• Research future trends and gather stakeholder expectations and goals.
• Enable and facilitate co-creation to derive ideas and potential solutions (providing creative methods collaboration environment workshop agendas etc.).
• Create User Journeys and Service Blueprints using systems thinking to identify root causes and prevent merely treating symptoms.
• Link user empathy with the business and organizational empathy.
• Translate insights and ideas into a compelling story.
• Utilise the process of iterative design to understand user interactions and enhance user satisfaction by improving the usability and accessibility provided when interacting with a system product or service.

APIWD24

Required Technical and Professional Expertise

• A bachelor’s or master’s degree in a relevant field such as Service Design Interaction Design User Experience (UX) Design Industrial Design or a related discipline
• Experience in design thinking methodologies human-centered design or other relevant design frameworks
• Have prior working experience of 8 years or more
• Proficiency in design tools such as Figma or other relevant software
• Ability to create wireframes prototypes user flows and other design artifacts to visualize service concepts and improvements
• Experience conducting user research including interviews surveys usability testing and other methods to gather insights
• Ability to analyze complex service ecosystems and identify opportunities for improvement
• Skill in synthesizing research findings and data to inform design decisions
• Understanding of banking business and its processes to align service design efforts with broader organizational objectives
• Experience with design sprints customer journey mapping and other design thinking techniques
• Knowledge of coding languages and front-end development can be beneficial for prototyping and collaborating with developers (not mandatory but is a plus)

Preferred Technical and Professional Expertise
As the above