Senior Service Designer
Standard Chartered Bank
- offer expired over a month ago
- contract of employment
- senior specialist (Senior)
Our team's responsibility is to transition the operating model of the Bank's Technology & Innovation (T&I) department to operating as a Service Organization. This includes designing and implementing the journeys our customers will take and the experience they will have when engaging with us. You will be working in the Service Design team and be responsible for designing customer journeys for requesting and consuming Technology Services, using the Service Design Framework developed in your team. This means understanding our customer's needs through research, user interviews and behavioural studies, and working with the Service Owners to design service offerings and delivery processes that meet these needs.
Your delivery responsibilities span research, process mapping, facilitation, and data collection. You will work in a group with complementary skillsets like Process Engineers, UX designers, BA and developers.
Participate in service design activities including UX Research, customer workshops, process mapping, and participate in the Bank's DesignOps community
Research trends in the market and ensure we deliver solutions fit for the future
Meet with people in the Bank to understand the business context of the work we do and design journeys that better support their activities
Design new and optimised processes which will achieve improved service delivery and customer experience
Work closely with engineering teams throughout the development process and support them as they build your service designs
Lead through example to help the team build the appropriate culture and values.
Be collaborative and support your colleagues when required.
Be vocal about training, forums, material, and other things that can help lift the skill bar of the team.
Share your expertise and knowledge to your team members to help create a well-rounded team.
Challenge current state if there are better ways available.
Follow the team's operating model in line with the Bank's New Ways of Working (nWOW)
3-5 years relevant experience and track record of success in Service design
Achieved measurable results in process improvement and increased customer satisfaction
A passion for creating services that resonate with people
A passion for capturing and acting on customer feedback
A proven ability to solve problems and make balanced judgments / decisions
Standard Chartered Bank
About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.