At a Glance
- Tasks: Lead innovative service design to enhance customer experiences in a top financial institution.
- Company: Join a leading financial institution committed to diversity and inclusion.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on continuous improvement and innovation.
- Why this job: Shape impactful customer journeys and collaborate with diverse teams on strategic initiatives.
- Qualifications: Experience in service design and a passion for creating user-friendly solutions.
The predicted salary is between 80000 - 100000 € per year.
Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design. As a Vice President Service Design in Operations Experience Design (OXD) organisation within the Commercial and Investment Bank (CIB), you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. You apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.
Job Responsibilities
- Align business and customer experience objectives across multiple products and platforms.
- Champion the use of qualitative and quantitative research to identify pain points, opportunities for improvement, and enable innovation in products and features of moderate complexity.
- Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalised, and accessible experiences.
- Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
- Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritisation, and develop experience-led metrics to align business goals.
- Demonstrate the value of Service Design as a strategic partner to senior stakeholders.
- Can direct self and others in both planning and structuring the work, and executing on expected levels of quality.
Required Qualifications, Capabilities, And Skills
- Experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
- Proven record in projects focused on end-to-end customer experiences.
- Demonstrated ability to create visual representations of user journeys, including journey mapping, service blueprinting, storyboarding, wireframes, and prototypes.
- Demonstrated expertise in creating direct and indirect experiences for diverse users.
- Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives.
- Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.
Preferred Qualifications, Capabilities, And Skills
- Degree in relevant design discipline (e.g., Service Design, Product Design, Interaction Design, HCI), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience.
- Preferred experience working in complex business domains or in enterprise environments working on large-scale transformation programs.
- User Research: Ability to plan and conduct user research to identify and articulate key factors influencing service use and effectiveness.
- User-Centered Design & Problem Solving: Expertise in selecting appropriate approaches to lead projects towards outcomes that are user-friendly, feasible to implement, and aligned with the business's strategic vision.
- Proficiency in re-framing problems and a fascination for problem-solving.
- Workshop Facilitation: Skilled in leading teams to design and deliver engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders, and team members.
- Communication: Proficient in crafting clear and engaging visual and written communications, ensuring clarity and conciseness to effectively convey ideas and recommendations.
- Strategic Leadership & Implementation: A track record of forming well-grounded strategic recommendations.
- Experience in working with stakeholders to identify feasible changes, outline timeframes and resource needs, and plan future work phases.
- Measuring success: Experience in creating, monitoring, and tracking OKRs to assess the success of individual, team or stakeholder initiatives.
Equal Opportunity Statement
We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
Vice President Service Design employer: hackajob
As a Vice President Service Design at our leading financial institution, you will thrive in a dynamic and inclusive work culture that champions innovation and collaboration. We offer exceptional employee growth opportunities, including access to cutting-edge training and development programmes, ensuring you can advance your career while making a meaningful impact on customer experiences. Located in a vibrant city, our workplace fosters creativity and teamwork, making it an excellent environment for professionals seeking rewarding and purposeful employment.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President Service Design
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Vice President Service Design role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Show off your skills! Prepare a portfolio that highlights your best service design projects. Make sure it showcases your ability to create user journeys, service blueprints, and prototypes. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Ace the interview by being ready to discuss your strategic thinking and problem-solving skills. Be prepared to share examples of how you've led cross-functional teams and delivered exceptional service experiences. Remember, storytelling is key!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, get your application in and let’s make some magic happen!
We think you need these skills to ace Vice President Service Design
Some tips for your application 🫡
Show Off Your Service Design Skills:Make sure to highlight your experience in service design and how it aligns with the role. Use specific examples from your past work that demonstrate your ability to create seamless customer experiences.
Craft a Compelling Story:We love a good story! When writing your application, weave in narratives that showcase your strategic thinking and problem-solving skills. This will help us see how you can influence our initiatives.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured communication, so make sure your ideas flow logically and are easy to understand. Avoid jargon unless it's necessary!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at hackajob
✨Know Your Service Design Inside Out
Make sure you brush up on the latest trends and principles in service design. Be ready to discuss how you've applied these concepts in your previous roles, especially in creating end-to-end customer experiences. This will show that you're not just familiar with the theory but can also implement it effectively.
✨Prepare Your Storyboards
Since storytelling is key in this role, prepare compelling storyboards that illustrate your past projects. Highlight how you identified pain points and developed innovative solutions. This will help you convey your strategic thinking and problem-solving skills during the interview.
✨Showcase Your Collaborative Spirit
This position requires working with cross-functional teams, so be ready to share examples of how you've facilitated collaboration in the past. Discuss specific instances where you brought diverse stakeholders together to achieve common goals, demonstrating your ability to lead and inspire.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to service design and customer experience. This not only shows your genuine interest in the role but also gives you a chance to assess if the company aligns with your values and vision for service excellence.
