SUMMARY:
Service Designer-12 Months Contract
POSITION INFO:
Service Designer – 12 Months Contract
Location: Johannesburg , Gauteng
Job Type: Contract, Full-Time
Job Description
The Service Designer is responsible for designing and improving customer-centred service experiences within the banking and finance sector. This role involves collaborating with stakeholders to understand customer needs, map service journeys, and develop innovative solutions that enhance service delivery. The individual applies design thinking principles to ensure services are user-friendly, efficient, and aligned with business objectives.
Key Responsibilities
- Conduct research to gather insights into customer behaviours, needs, and pain points through qualitative and quantitative methods.
- Map end-to-end service journeys, identifying opportunities for improvement and innovation.
- Develop service blueprints, prototypes, and design artefacts to communicate service concepts clearly.
- Collaborate with cross-functional teams including product owners, business analysts, developers, and compliance to co-create solutions.
- Facilitate workshops and design sprints to engage stakeholders and drive service design initiatives.
- Ensure service designs comply with regulatory requirements and internal governance standards.
- Monitor and evaluate implemented services to measure effectiveness and identify further optimisation opportunities.
- Maintain up-to-date knowledge of industry trends, customer experience best practises, and emerging technologies relevant to banking services.
Required Qualifications
- Bachelor’s degree in Design, Business, Human-Centred Design, Service Design, or a related discipline.
- Strong understanding of service design methodologies and tools.
- Proven ability to apply design thinking in complex organisational environments.
Knowledge and Skills
- Excellent analytical and problem-solving skills.
- Strong communication skills, both verbal and written, with the ability to convey complex ideas clearly.
- Proficiency in service design and user experience tools such as journey mapping software, prototyping tools, and presentation platforms.
- Ability to manage multiple priorities and work effectively in fast-paced environments.
- Attention to detail and commitment to delivering high-quality outputs.
- Collaborative mindset with the ability to work across teams and disciplines.
Preferred Qualifications
- Postgraduate qualification in Service Design, Design Thinking, or a related field.
- Experience within large financial institutions or regulated environments.
- Knowledge of digital banking platforms and emerging financial technologies.
- Certification in service design or customer experience disciplines.
