This role is part of a multidisciplinary design expert team, which is responsible to ensure the design process for digital journeys and solutions is directly aligned with business goals, user needs and technological capabilities. You'll ensure that all relevant client touch point interactions (e.g., public website, e-banking, mobile banking, helpdesk etc.) that define the user journey, and the overall service experience are aligned to provide the best possible client experience. In this role you will have the opportunity to create products and services that influence the banking industry and the lives of our clients.

Responsibilities

• maintain a clear understanding of business goals and user needs to identify and articulate high-impact research opportunities to support strategic service design decisions and product development.
• create and own client journey maps to visualize and identify pain points and issues that need to be addressed within a service to improve the journey experience.
• co-create and own service blueprints that visualize the relationship between different service components (frontstage and backstage), which are tied to a specific customer journey.
• develop a deep and end-to-end understanding of all the components and activities that define the overall services and thereby support the planning and organization of business resources.
• develop orchestrated target state service designs that outline how elements and services should be aligned for optimal service delivery - design exceptional moments for our clients.
• use quantitative and qualitative research insights to develop in-depth understanding of customer experiences i.e. the motivation and actions of people for which services are designed, which extends beyond clients to also include the experience of employees, which play a part in the services delivery.
• apply design methodologies (e.g., facilitation, design thinking, design sprints etc.) to understand customer needs and evolve the customer experience, focusing on people, processes and digital platforms.
• facilitate and create a shared understanding of our service vision and concept and communicate clearly and persuasively for a variety of audiences including senior stakeholders, across departments.