Intermediate Service Designer

Requisition Details & Talent Acquisition Specialist

REQ 136663 - Keabetswe Modise

Closing Date: 19 November 2024

Job Family

Information Technology

Career Stream

Design

Leadership Pipeline

Manage Self: Professional (MSP)

Job Purpose

Our Group Technology Digital Design Team is looking for an intermediate Service Designer to contribute to the delivery of exceptional client experiences to market, across key delivery areas throughout the enterprise. In this role you will be required to enhance user experiences and service delivery by researching, analysing, designing, and implementing service improvements. This position requires collaboration with cross-functional teams to develop these innovative solutions that meet user needs and business objectives. 

Job Responsibilities

• Primary Responsibilities
  • Conduct Client / User Experience analysis across multiple products, verticals and platforms
  • Map and document service and user journeys to ensure clear, actionable insights
  • Produce clear presentations and service design artefacts to visualise and communicate service interactions and identify areas for improvement
  • Design and execute research initiatives to produce insights that drive improvements in lived user experiences across Nedbank’s products and services on various platforms
  • Able to analyse research data (qualitative and quantitative) identifying and generating meaningful insights and behavioural patterns
  • Facilitate internal stakeholder management - liaise with relevant stakeholders to ensure that observations and learnings are captured, evaluated and are clearly positioned for action
  • Work closely with UX / UI Designers and other design team members to contribute to the improvement of the design quality and final user experience
  • Adhere to our client-centred design process
  • Work within the scope and timelines of each project to ensure agreed deadlines are met
  • Support the Senior Service Design Lead’s drive for accountability across all cluster work streams for consistent experiences that deliver client impact and commercial results for the business
  • Provide regular feedback to Senior Service Design Lead’s and Head: Design Strategy
• Secondary Responsibilities
  • Contribute to and inform the definition and implementation of Service Design standards in Digital Design
  • Continuously research and understand insights into world standards and best practices
  • Effectively communicate ideas, both verbally and visually to gain stakeholder agreement
  • Collaborate actively and work effectively with cross-functional teams
  • Learn, understand and adhere to design standards, frameworks and guidelines and seek advice and support where required
  • Identify training courses and career progression for self through input and feedback from management

Job Experience – Types of Exposure

• Conceptual understanding of the customer / user lifecycle
• Practical experience with Design Thinking methodologies
• Practical experience with CX / Service Design / Experience Design in a practitioner capacity
• Practical experience with research in a practitioner capacity
• Experience in communicating design outcomes with business stakeholders
• Ability to ‘connect the dots’ of service design initiatives and overall business strategy

Essential Qualifications - NQF Level

Preferred Qualification

• Undergraduate degree and/or equivalent qualification in Design, Research or relevant programme

Minimum Experience Level

• 3+ years’ experience in the relevant field of design (CX Design / Service Design / Experience Design)

Technical / Professional Knowledge

• Service Design 
• Design Research 
• Relevant design tools for artefacts (such as Miro, Cemantica)
• Writing, editing, proofreading, layout and design skills
• Divergent and convergent thinking
• Systems thinking

Behavioural Competencies

• Driving innovation
• Curious
• Methodical
• High attention to detail
• Outcome driven (strong execution drive)
• Collaborative
• Building partnerships
• Positive approach
• Client-oriented
• Organised