Line of Service
Advisory
Industry/Sector
Technology
Specialism
Advisory - Other
Management Level
Manager
Job Description & Summary
We are seeking a Service Design - Manager to participate in the service design and transformation of end-to-end services that deliver exceptional customer experiences and measurable business value.
In this role, you will work across business, product, and technology teams to orchestrate people, processes, and systems, ensuring seamless and user-centric service experiences across all touchpoints.
Responsibilities:
- Lead end-to-end service design initiatives, from discovery through to delivery and optimization
- Define service strategies that align with customer needs and business objectives
- Conduct service assessments to identify gaps, inefficiencies, and opportunities for improvement
- Develop service blueprints, journey maps, and operating models to guide transformation efforts
- Design and optimize user journeys to enhance usability, engagement, and adoption
- Collaborate with cross-functional teams (business, product, engineering) to ensure alignment and execution
- Facilitate workshops and co-creation sessions with stakeholders to drive alignment and decision-making
- Define and track service performance metrics (KPIs/OKRs) to measure impact and success
- Mentor and guide junior service designers, fostering service design capability within the team
Qualifications:
- Bachelor's degree in design, Human-Computer Interaction, or a related field, or equivalent experience.
- 8+ years of experience in service design, UX design, product Management and Product design, or consulting
- Proven experience delivering end-to-end service design or transformation projects
- Experience design and usability
- Experience working within cross-functional, agile teams
- Strong stakeholder management and communication skills
Preferred Qualifications:
- Experience in consulting or large-scale digital transformation programs
- Familiarity with service strategy, operating models, and business design
- Exposure to multiple industries (e.g., banking, telecom, public sector)
Key Skills:
- Service Design & Systems Thinking
- Customer Experience & Journey Design
- Strategic Thinking & Problem Solving
- Stakeholder Engagement & Facilitation
- Data-driven Decision Making
- Leadership and Team Development
What Success Looks Like:
- Delivery of seamless, value-driven services that improve customer satisfaction and adoption
- Clear and actionable service designs and transformation roadmaps
- Strong alignment between business goals and customer experience
- Measurable improvements in efficiency, performance, and value realization
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Modeling, Coaching and Feedback, Communication, Competitive Analysis, Creativity, Customer Needs Analysis, Customer Relationship Management, Customer Satisfaction, Digitization, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, Learning Agility, Marketing Management, Market Research, Market Trends, Operationalization + 22 more
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship
No
Government Clearance Required
No
Job Posting End Date
