ETIC, Service Designer - Manager

Responsibilities:

• Lead end-to-end service design initiatives, from discovery through to delivery and optimization

• Define service strategies that align with customer needs and business objectives

• Conduct service assessments to identify gaps, inefficiencies, and opportunities for improvement

• Develop service blueprints, journey maps, and operating models to guide transformation efforts

• Design and optimize user journeys to enhance usability, engagement, and adoption

• Collaborate with cross-functional teams (business, product, engineering) to ensure alignment and execution

• Facilitate workshops and co-creation sessions with stakeholders to drive alignment and decision-making

• Define and track service performance metrics (KPIs/OKRs) to measure impact and success

• Mentor and guide junior service designers, fostering service design capability within the team

Qualifications:

• Bachelor’s degree in design, Human-Computer Interaction, or a related field, or equivalent experience.

• 8+ years of experience in service design, UX design, product Management and Product design, or consulting

• Proven experience delivering end-to-end service design or transformation projects

• Strong expertise in:

• Customer journey mapping

• Service blueprinting

• Experience design and usability

• Experience working within cross-functional, agile teams

• Strong stakeholder management and communication skills

Preferred Qualifications:

• Experience in consulting or large-scale digital transformation programs

• Familiarity with service strategy, operating models, and business design

• Exposure to multiple industries (e.g., banking, telecom, public sector)

Key Skills:

• Service Design & Systems Thinking

• Customer Experience & Journey Design

• Strategic Thinking & Problem Solving

• Stakeholder Engagement & Facilitation

• Data-driven Decision Making

• Leadership and Team Development

What Success Looks Like:

• Delivery of seamless, value-driven services that improve customer satisfaction and adoption

• Clear and actionable service designs and transformation roadmaps

• Strong alignment between business goals and customer experience

• Measurable improvements in efficiency, performance, and value realization