Responsibilities:
- Applying Design Thinking and other service design and ideation methodologies and
techniques to create best in class, usable and inclusive designs for products, services and
features to improve customer and employee experiences.
- Collaborate with stakeholders to align service design initiatives with business goals and
user needs.
- Facilitate design workshops that align stakeholders and gather actionable insights for
prioritizing the client's service experience objectives.
- Collaborate closely with product managers, engineers, marketers, and other
stakeholders to integrate design considerations into product and service development
processes.
- Develop and implement a comprehensive service design strategy with a focus on UX,
encompassing research, design, and implementation phases.
- Conduct stakeholder interviews, user research, including interviews, surveys, and
usability testing, to gather insights and validate design decisions.
- Translate user insights and business requirements into compelling service design
solutions, considering both digital and physical touchpoints.
- Express research findings in the form of service design blueprints, journey maps,
storyboards, and prioritized service and product features.
- Leverage insights from research to help prioritize business outcomes.
- Lead the creation of user personas, journey maps, and service blueprints to visualize
and communicate user needs and pain points.
- Develop wireframes, prototypes, and interactive mock-ups to demonstrate UX design
concepts and solicit feedback from stakeholders and users.
- Iterate on design solutions based on user feedback, usability testing results, and
iterative design principles.
- Communicate design rationale and recommendations effectively to stakeholders at all
levels, advocating for user-centred design principles.
- Monitor key performance indicators (KPIs) and user feedback to evaluate the
effectiveness of experience design solutions and identify opportunities for
improvement.
- Drive initiatives to optimize and enhance experience design processes, tools, and
methodologies, promoting a culture of continuous improvement.
- Stay abreast of industry trends, emerging technologies, and best practices in experience
and service design, incorporating relevant insights into the design approach.
Must Haves:
- Bachelor's or master's degree in design, UX/UI Design, or related field.
- 10+ years of experience in UX design, with a strong portfolio demonstrating expertise in
user research, interaction design, and usability testing.
- Experience within the Financial Services industry a plus
- Proven experience in leading UX design initiatives and managing a team of designers in
a dynamic cross-functional environment.
- Proficiency in design and collaboration tools such as Figma, FigJam, Miro, Lucidchart,
Adobe XD, , or similar tools.
- Strong understanding of service design, user-centred design principles, usability
heuristics, and design thinking methodologies
- Excellent communication, collaboration, and presentation skills, with the ability to
articulate design concepts and recommendations to diverse audiences.
