Job Title: Service Designer (CX & Research)
Job Description
As a Service Designer at StarHub, you will be responsible for guiding and defining a complete e2e journeys for our various digital products, incorporating human-centered and design thinking methods to solve end to end service and customer experience challenges. You will plan, organize, and facilitate sessions that uncover pain points, identify opportunities to define vision and strategy, and develop creative ways to solve complex problems. You will serve as the voice of the customer, making sure their needs are considered and met within any proposed solution.
What you’ll do :
• Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences
• Leading in translating complex ideas into understandable concepts that evolve and enhancethe product and service experiences
• Engaging in portfolio prioritization to help set the strategy for the team
• Advocating for the customer through human centered design methodologies (such as: design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal experiences across digital touchpoints
• Creating and facilitating design led workshops to engage and build alignment across different partners and teams
• Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
• Creating new service design artifacts and methods, and leading others in the process
• Participating in end-to-end product and experience design by:
- Working with researchers to understand customer needs and define opportunities through usability and empathy studies
- Audit existing and blueprint new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
- Creating process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools
- Designing within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines
- Supporting effective storytelling and presentation of visual concepts to various stakeholders
- Partnering in creating high-fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues
Qualifications
Basic qualifications:
• 4 Year degree in Human-Computer Interaction (HCI), Psychology, or a related field.
• At least 5 years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field
Required Knowledge, Skills or Abilities:
• Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields
• Experience designing for technical ecosystems, internal platforms, and/or associate experiences
• Comfortable working with Product, Tech, Data, and Business partners to deliver services and experiences
• Strong knowledge in product design processes and emerging technologies
• Familiarity with design and prototyping tools, such as: Figma, Lucid and/or Adobe Creative Suite
• Familiarity with working in an established design system
• Self-directed, organized, efficient; a deep and insightful thinker who likes the challenge of a complex problem, and is an effective communicator, presenter, and negotiator.
• Direct experience in both traditional and modern approaches to recruitment, diverse research methods, and reporting.
• Knowledge of user research principles, methodologies, and deliverables
• Strong ability to identify key research objectives in partnership with product, design, brand, and engineering teams to address research needs for a variety of brands and projects throughout the product life cycle.
• Strong knowledge of a wide variety of research methods and the experience to select the right research to do at the right time and synthesize insights into coherent, digestible deliverables that visually reflect those results including service design blueprints, journey maps, and process flows.