G09 - Service Designer

The role focuses on UX research, customer journey mapping, and stakeholder engagement to ensure services are intuitive, inclusive, and aligned with transformation goals.

Key Responsibilities

• Conduct UX research (user interviews, contextual studies, usability testing) to identify needs, pain points, and improvement opportunities.
• Develop customer journey maps and service blueprints to illustrate end-to-end service experiences across multiple channels and touchpoints.
• Collaborate with cross-functional squads (policy, product, engineering, and design) to co-design services in alignment with the GDP squad-based model.
• Facilitate workshops and stakeholder discussions to align business objectives, technology feasibility, and user outcomes.
• Translate research insights into actionable service concepts and prototypes for validation with users and stakeholders.
• Support UAT planning and feedback loops to validate service design before implementation.
• Contribute to building service design capability within teams through guidance, knowledge sharing, and mentoring.

Requirements

• Experience: 5 to 8 years of service design, UX research, or related experience in digital transformation projects.

Skillsets:

• Strong capability in UX research methodologies.
• Proficiency in customer journey mapping and service blueprinting.
• Proven ability in stakeholder relationship management and facilitation.
• Knowledge: Familiar with Agile/Scrum and human-centred design practices.
• Tools: Proficiency with design and collaboration platforms such as Figma, Miro, or Lucidchart.
• Soft Skills: Strong communication, presentation, and problem-solving abilities.