CX Service Designer

Description

Analyze existing services and identify opportunities to improve customer experience and service delivery.
Design customer journeys (As-Is & To-Be) to enhance user experience and operational efficiency.
Collaborate with business analysts, UX/UI designers, and technical teams to align business, user, and technical requirements.
Develop service design artifacts such as customer journey maps, service blueprints, user personas, process flows, and service catalogs.
Identify pain points and recommend improvements to simplify processes and enhance customer satisfaction.
Ensure consistency across digital service channels and support the implementation of customer-centric solutions.
Participate in workshops, stakeholder meetings, and design review sessions to support project delivery.

Requirements

Key Responsibilities

1 Service discovery & analysis

Conduct workshops and working sessions with key stakeholders to gather insights and understand current service delivery models.
Analyze existing services and identify gaps, inefficiencies, and improvement opportunities.
Map current state (As-Is) customer journeys across all relevant services.

2 Service design & experience definition

Design future state (To-Be) customer journeys with a focus on improving user experience and operational efficiency.
Identify and address pain points, delays, redundancies, and service gaps.
Ensure consistency and standardization of services across all channels (web, mobile, backend).

3 Alignment across business, UX, and technology

Collaborate closely with business analysts and UX/UI teams to:
Align business requirements with user experience design.
Ensure feasibility and alignment with technical architecture and implementation constraints.
Act as a bridge between business, design, and technical teams to ensure cohesive service delivery.

4 Customer experience (CX) optimization

Simplify service processes by reducing unnecessary steps and removing friction points.
Enhance usability and accessibility of services.
Ensure a consistent and seamless customer experience across all touchpoints.

5 Service design artifacts development

Develop and maintain comprehensive service design deliverables, including but not limited to:

• Customer journey maps (As-Is and To-Be)
• Service blueprints (including frontstage and backstage processes)
• User personas
• Stakeholder maps
• Service ecosystem maps
• Service catalogs
• End-to-end process flows
• Experience guidelines and design principles

6 Recommendations & continuous improvement

Provide actionable recommendations for service optimization and transformation.
Support prioritization of services based on impact, complexity, and business value.
Contribute to defining a scalable and sustainable service design framework.

3. Deliverables

The service designer is expected to deliver the following:

• As-Is and To-Be customer journey maps
• Detailed service blueprints (frontstage & backstage)
• User personas
• Service catalog
• Process flow diagrams
• Stakeholder & ecosystem maps
• Experience guidelines
• Service optimization recommendations report

4. Collaboration & governance

Work under the overall project governance structure.
Coordinate with:
Project management team
Business analysis team
UX/UI design team
Technical/development team
Participate in regular project meetings, workshops, and design reviews.

5. Expected outcome

• Improved and standardized services
• Enhanced customer experience and satisfaction
• Optimized service delivery processes
• Clear alignment between business, design, and technology