Service Designer
IBM
- กรุงเทพฯ
- งานประจำ
- ฟูลไทม์
Service designers work to create end-to-end enterprise experiences for prospects, customers, business partners, and employees that span face-to-face and digital interactions. They use human-centered approaches to shape and define the value exchange between a service provider and the user across touch points, time, and channels.Your Role and Responsibilities
- Generating insights through research with users, staff and stakeholders to shape a holistic view of the total user experience - Analyzing, consolidating, and communicating research findings to stakeholders in order to strategically frame, validate and quantify the problem being solved and help inform the wider strategic roadmap of initiatives
- Defining key UX and organizational measurements used to track and prove the initiative delivers positive outcomes for both users and the business
- Designing concept journeys, blueprints, and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service
- Facilitating the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design
- Shaping how behind-the-scenes processes and support functions interact with each other and how these impact the design process
- Embedding design practices within organizations to create a sustainable approach to service the needs of the user
- Responsible for ensuring that all insights and ideas are consolidated into a holistic product/service vision (e.g in form of a Golden Thread).
- Research future trends and gather stakeholder expectations and goals.
- Enable and facilitate co-creation to derive ideas and potential solutions (providing creative methods, collaboration environment, workshop agendas, etc.).
- Create User Journeys and Service Blueprints, using systems thinking to identify root causes and prevent merely treating symptoms.
- Link user empathy with the business and organizational empathy.
- Translate insights and ideas into a compelling story.
- Utilise the process of iterative design to understand user interactions and enhance user satisfaction by improving the usability and accessibility provided when interacting with a system, product or service.
- A bachelor's or master's degree in a relevant field such as Service Design, Interaction Design, User Experience (UX) Design, Industrial Design or a related discipline
- Experience in design thinking methodologies, human-centered design, or other relevant design frameworks
- Have prior working experience of 8 years or more
- Proficiency in design tools such as Figma or other relevant software
- Ability to create wireframes, prototypes, user flows and other design artifacts to visualize service concepts and improvements
- Experience conducting user research, including interviews, surveys, usability testing and other methods to gather insights
- Ability to analyze complex service ecosystems and identify opportunities for improvement
- Skill in synthesizing research findings and data to inform design decisions
- Understanding of banking business and its processes to align service design efforts with broader organizational objectives
- Experience with design sprints, customer journey mapping and other design thinking techniques
- Knowledge of coding languages and front-end development can be beneficial for prototyping and collaborating with developers (not mandatory but is a plus)
As the above