Vice President Service Design

Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.

As a Vice President Service Design in Operations Experience Design (OXD) organisation within the Commercial and Investment Bank (CIB), you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. You apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job responsibilities

• Align business and customer experience objectives across multiple products and platforms
• Champion the use of qualitative and quantitative research to identify pain points, opportunities for improvement, and enable innovation in products and features of moderate complexity
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalised, and accessible experiences
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritisation, and develop experience-led metrics to align business goals
• Demonstrate the value of Service Design as a strategic partner to senior stakeholders
• Can direct self and others in both planning and structuring the work, and executing on expected levels of quality

Required qualifications, capabilities, and skills

• Experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences. We’re proud of the varied expertise and experience amongst our team and acknowledge that we didn’t all start out as service designers, and we welcome applicants from all professional backgrounds.
• Proven record in projects focused on end-to-end customer experiences
• Demonstrated ability to create visual representations of user journeys, including journey mapping, service blueprinting, storyboarding, wireframes, and prototypes
• Demonstrated expertise in creating direct and indirect experiences for diverse users
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts

Preferred qualifications, capabilities, and skills

• Relevant experience & transferrable skills: Degree in relevant design discipline (e.g., Service Design, Product Design, Interaction Design, HCI), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience. Preferred experience working in complex business domains or in enterprise environments working on large-scale transformation programs
• User Research: Ability to plan and conduct user research to identify and articulate key factors influencing service use and effectiveness.
• User-Centered Design & Problem Solving: Expertise in selecting appropriate approaches to lead projects towards outcomes that are user-friendly, feasible to implement, and aligned with the business’ strategic vision. Proficiency in re-framing problems and a fascination for problem-solving.
• Workshop Facilitation: Skilled in leading teams to design and deliver engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders, and team members.
• Communication: Proficient in crafting clear and engaging visual and written communications, ensuring clarity and conciseness to effectively convey ideas and recommendations.
• Strategic Leadership & Implementation: A track record of forming well-grounded strategic recommendations. Experience in working with stakeholders to identify feasible changes, outline timeframes and resource needs, and plan future work phases.
• Measuring success: Experience in creating, monitoring, and tracking OKRs to assess the success of individual, team or stakeholder initiatives