Service Design Manager

The service design manager will be working through the entire design and delivery process, from framing problems to improving and re-imaging end-to-end experiences. The job holder will lead and evangelize the service design discipline within the bank enabling the harmonization of customer needs and business objectives.
Key Accountabilities
End-to-end mapping and strategic insight
• Map, synthesize and visualize the holistic customer experience across channels, propositions and business lines.
• Plan and lead service design activities within projects.
• Develop service blueprints and journey maps to provide direction for new and improved customer journeys.
• Develop the Customer Journey roadmap to deliver on the bank's digital strategy vision, setting visions and directions for the Business Tribe.
• Manage user researchers to ensure consistency and consolidation of insights.
• Work closely with senior management teams and other tribe leads to craft the customer journey roadmap and design required services.
• Use design thinking, data and agile practices to solve customer and business problems.
• Leverage current and emerging trends to lead improvements to existing services and introduce innovative solutions.
People management
• Attract, onboard and retain the right talents for a high-performing team.
• Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members - Manage team performance & provide feedback regularly (following the annual performance management cycle);
• Enable team member's professional and personal development through capability assessment, training, coaching & feedback, etc.
• Motivate and recognize team members' contributions towards the team's shared goal.
• Responsible for developing talents within the team.
• Act as a role model and promote corporate culture at sub-function level.
• Understand & communicate relevant HR offerings to team members.