Service Design Manager

Job Purpose

The service design manager will be working through the entire design and delivery process, from framing problems to improving and re-imaging end-to-end experiences. The job holder will lead and evangelize the service design discipline within the bank enabling the harmonization of customer needs and business objectives. 

Key Accountabilities (1)

End-to-end mapping and strategic insight
•    Map, synthesize and visualize the holistic customer experience across channels, propositions and business lines. 
•    Plan and lead service design activities within projects.
•    Develop service blueprints and journey maps to provide direction for new and improved customer journeys.
•    Develop the Customer Journey roadmap to deliver on the bank's digital strategy vision, setting visions and directions for the Business Tribe.
•    Manage user researchers to ensure consistency and consolidation of insights.
•    Work closely with senior management teams and other tribe leads to craft the customer journey roadmap and design required services.
•    Use design thinking, data and agile practices to solve customer and business problems. 
•    Leverage current and emerging trends to lead improvements to existing services and introduce innovative solutions. 

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 goal
•    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

UX researcher

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
Proven experience as service design practitioner
•    Deep understanding of project management and workplace mediation 
•    Proven track-record in leading product and service design in Agile enterprises
•    Solid 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