Senior Manager - Service Design & Quality

The Senior Manager of Service Design & Quality is responsible for developing engaging user experiences across various applications and managing the creation of design assets. This role involves determining the relevant user experience research, translating user needs and business requirements into features, and enhancing application experiences. The manager oversees usability testing of prototypes and builds relationships with stakeholders to secure buy-in for proposed user experience strategies. As a team lead, the Senior Manager also develops the capabilities of junior team members.

Key Responsibilities:

• Manage the end-to-end (E2E) design of services for all products, ensuring consistency and customer centricity across journeys while aligning to bank policies and risk appetite.
• Create and manage customer journeys, service blueprints, and operational processes within the E2E customer experience.
• Define and manage customer journeys, driving improvements to colleague systems and processes.
• Conduct customer interviews to measure sentiment and identify opportunities.
• Develop the overall vision and high-level design for projects, communicating effectively with stakeholders.
• Collaborate with subject matter experts and other departments to achieve optimal service design.
• Identify risks associated with opportunities, including mitigations and cost implications.
• Contribute to best practice design methodology and help upskill teams through regular workshops and training.
• Create and measure success metrics/KPIs for customer journeys, prioritizing opportunities for improvement.
• Design and implement systems for gauging customer feedback at critical touchpoints.
• Ensure compliance with necessary controls and information security policies.

Qualifications:

• Tertiary-level qualification from an internationally recognized institution.
• Certification in Customer Experience/Service Design is preferred.
• 5 to 7 years of experience in Customer Experience, Service Design, Business Analysis, UX/UI, or Voice of Customer.
• Demonstrated expertise and experience with complex technical activities.
• Ability to work with tools such as FigJam/Figma, Miro, and customer journey management platforms.
• Understanding of compliance and regulatory environments in banking.

Technical Competencies:

• Data-driven mindset.
• Project management and process simplification.

Behavioral Competencies:

• Strong communication and collaboration skills.
• Attention to detail.