Head of Service Design (Virtual Banking)

Job Title: Head of Service Design (Virtual Banking)
Contract Type: Permanent
Location: Hong Kong
Contact Name: YQ Tan
Contact Email:
Job Published: October 20, 2018 17:02

Job Description

  • Leading international bank
  • Exciting role and scope, part of a new digital rollout
  • Excellent compensation package

Our client is a leading international bank seeking for an experienced and aspirational

Key Responsibilities

  • Define the processes and standards required to ensure services meet user needs in a sustainable and scalable way
  • Work with UX to define user personas, pain points and end to end journeys to create new service solutions which work seamlessly between digital and real world dimensions
  • Develop service blueprints which weave together operational and customer processes to create an integrated ecosystem of choreographed touch points and interactions
  • Be the voice of the customer in the definition of your service, and collaborate with other service designers to ensure the overall proposition is cohesive and coherent
  • Apply and advocate human-centred design methodologies to drive an organisation and its culture to be put the customer first in what it designs and delivers
  • Define and drive the design process, from research, to insights to ideas, joining design and business together to create and launch new services
  • Manage and oversee the delivery of a range of projects, defining scope, goals, milestones and deliverables in collaboration with key stakeholders (both internal and external)

Key Requirements

  • 7+ years professional experience in a design consultancy or equivalent
  • Bachelor’s or Master’s degree in industrial design, design strategy, design management or equivalent
  • Fluent English and Cantonese (preferred)
  • Experience working strategically on creating end to end services which improve customer outcomes and internal process efficiencies
  • Experience with designing mobile/web applications, experiences, products and/or services which balance user needs and business objectives
  • Significant experience of engaging customers and multi-disciplinary teams using human centred design methodologies, including workshop planning and facilitation
  • Significant experience working across all levels of service design, from user flows and journeys to different types of content and user-led interactions across online and offline channels
  • Deep understanding of mobile and web technologies and their impact to service and experience design
  • Ability to effectively communicate design ideas and rationale to facilitate effective decision making
  • Inspired and energised by chances to coach others in design disciplines and drive design culture
  • A strong customer focus and a natural inclination to let empirical research define and inform product/service priorities
  • Hands on experience with agile development methodologies
  • An ability to think strategically and creatively
  • Exceptional interpersonal and communication skills
  • Excellent leadership skills with experience leading cross-functional teams
  • The ability to manage time and schedules to meet aggressive deadlines and influence through persuasive written and verbal communication

EA Licence No.: 15S7496

For more senior job postings, market Intel and commentary please follow us on LinkedIn, Facebook "Space Executive" and Twitter @spaceexecutive