About the Role
We are looking for a Service Design Manager to lead the design and optimization of end-to-end service experiences for corporate and retail customer segments, with a strong focus on MMLC (Medium, Mid, Large Corporate) customers. This role is critical in shaping seamless interactions between customers and our products/services across all touchpoints, ensuring every step of the journey delivers exceptional value.
Key Responsibilities
- Design and optimize customer interactions across products and services, enhancing each touchpoint in the MMLC customer journey.
- Develop Service Blueprints for key journeys, mapping frontstage and backstage processes, and aligning customer pain points with internal components (people, process, technology, policy).
- Identify components impacting customer experience at critical touchpoints and analyze root causes of friction or conflicts in processes, regulations, and service delivery.
- Advise business units on service design and improvement opportunities to ensure alignment with customer needs and avoid resource waste.
- Prioritize improvement initiatives based on impact and feasibility and drive cross-functional collaboration to implement changes.
- Establish CX measurement frameworks (NPS, CSAT, CES) and service design standards for consistent delivery across channels.
Qualifications
- Education: Bachelor's or Master's degree in business administration, Marketing, Banking, or related fields.
- Experience: Minimum5 years of experience designing service experience models for corporate or retail customer segments.
- Proven expertise in service design, CX strategy, UI/UX design, market research, or digital product design.
- Strong understanding of products and services for corporate customers, especially MMLC.
- Skills: Proficiency in Service Blueprinting, Customer Journey Mapping, and Design Thinking methodologies.
- Ability to collect, analyze, and interpret customer data to generate actionable insights.
- Excellent communication and presentation skills; capable of simplifying complex information for diverse stakeholders.
- Strong problem-solving, team leadership, and project management skills.
- Familiarity with design tools (Sketch, Figma, Miro) and productivity software (Excel, PowerPoint).
- English communication proficiency.
- Preferred Certifications: UI/UX Design, Service Design, Design Thinking.
Why Join Us
- Drive customer-centric transformation for high-impact corporate and retail segments.
- Collaborate with cross-functional teams to shape future-ready service experiences.
- Be part of an organization committed to innovation and digital excellence.
