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The Service Design Team sits within the Global Innovation Group. The SD team serves the global business through:
-Consulting: using service design and design thinking tools and methods to support business teams tackle important problems, typically moving from discovery, through to define then development activities.
-Coaching: working alongside teams and / or individuals, to help them develop skills and use SD tools and methods. Typically, to enable teams to become self-sufficient in adoption and usage of key tools and approaches.
-Training: designing and delivering training modules, to enable individuals and teams to learn about service design and design thinking, and to use relevant tools and develop skills.
Purpose of the Role
As Service Design Lead in our Hong Kong business, this role will primarily serve the local business and APAC generally, as a service designer, facilitating workshops and providing service design consulting to the business.
The successful candidate will need to build strong relationships across the APAC region, promoting the use of design thinking and service design to solve customer and business problems and partnering closely with our Digital User Experience Studios and global digital team members.
Provide service design consulting leadership and support for business team change / transformation projects, deploying the FIL service design approach, to drive better business outcomes
Facilitating sessions for business teams, usually as part of our consulting service, but additionally, being an expert facilitator able to support other engagements such as conferences and events or one-off senior sessions, for example Strategy reviews (virtual and in-person)
Acts as an advocate for the Service Design Team across the HK (and other APAC) businesses and maintains strong relationships to identify opportunities for servive design consulting, and other support (training and coaching).
Support and drive the adoption of Service Design across the local businesses, therefore in addition to consulting, provide ongoing coaching and training, in design thinking and service design tools and methodologies
Provide a key interface with multiple teams such as Propositions, Distribution, Digital, Client Services, Operations and Technology
Propose initiatives to improve digital touchpoints based on collection of data and results from both qualitative and quantitative research
Key Internal Interfaces:
Head of Service Design - direct reporting line
Other Service Designers in the team, especially our Service Designer in China.
Business stakeholders: for consulting engagements in HK. Some will be specific to the region, others global.
Digital teams and Digital Experience Studios (China, India) for delivery of work and / or participation in service design consulting projects.
Experience and Qualifications Required:
Established track record (3-5 years) in Service Design, Innovation and Customer Experience Design
Strong creative intuition, user of creative techniques and conceptual thinking, whilst also having an analytical mindset to work out organisational and business implications
Excellent communication, stakeholder management and leadership skills, with a proven track record of influencing and motivating and proactively managing expectations
Experience in leading, supporting and managing cross-functional business teams through a service design process, to drive change for the business to: optimise performance, generate cost savings and improvements whilst delivering employee and customer benefits
Demonstrable experience in: in-depth contextual research, quantitative research, journey mapping, persona building, hosting creative sessions, service prototyping
Demonstrable experience of designing service design projects, responding to briefs from senior internal stakeholders
Knowledge of financial services industry
Skilled in using remote technologies (notably MURAL and ZOOM) for facilitation as well as best practice tools and techniques in (remote) facilitation (and transferable skills, for some in-office face to face facilitation, as required)