REQ 136663 - Keabetswe ModiseClosing Date: 19 November 2024Job FamilyInformation TechnologyDesignManage Self: Professional (MSP)Job PurposeOur Group Technology Digital Design Team is looking for an intermediate Service Designer to contribute to the delivery of exceptional client experiences to market, across key delivery areas throughout the enterprise. In this role you will be required to enhance user experiences and service delivery by researching, analysing, designing, and implementing service improvements. This position requires collaboration with cross-functional teams to develop these innovative solutions that meet user needs and business objectives.Job ResponsibilitiesPrimary ResponsibilitiesConduct Client / User Experience analysis across multiple products, verticals and platformsMap and document service and user journeys to ensure clear, actionable insightsProduce clear presentations and service design artefacts to visualise and communicate service interactions and identify areas for improvementDesign and execute research initiatives to produce insights that drive improvements in lived user experiences across Nedbank's products and services on various platformsAble to analyse research data (qualitative and quantitative) identifying and generating meaningful insights and behavioural patternsFacilitate internal stakeholder management - liaise with relevant stakeholders to ensure that observations and learnings are captured, evaluated and are clearly positioned for actionWork closely with UX / UI Designers and other design team members to contribute to the improvement of the design quality and final user experienceAdhere to our client-centred design processWork within the scope and timelines of each project to ensure agreed deadlines are metSupport the Senior Service Design Lead's drive for accountability across all cluster work streams for consistent experiences that deliver client impact and commercial results for the businessProvide regular feedback to Senior Service Design Lead's and Head: Design StrategySecondary ResponsibilitiesContribute to and inform the definition and implementation of Service Design standards in Digital DesignContinuously research and understand insights into world standards and best practicesEffectively communicate ideas, both verbally and visually to gain stakeholder agreementCollaborate actively and work effectively with cross-functional teamsLearn, understand and adhere to design standards, frameworks and guidelines and seek advice and support where requiredIdentify training courses and career progression for self through input and feedback from managementJob Experience – Types of ExposureConceptual understanding of the customer / user lifecyclePractical experience with Design Thinking methodologiesPractical experience with CX / Service Design / Experience Design in a practitioner capacityPractical experience with research in a practitioner capacityExperience in communicating design outcomes with business stakeholdersAbility to 'connect the dots' of service design initiatives and overall business strategyEssential Qualifications - NQF LevelMatric / Grade 12 / National Senior CertificateAdvanced Diplomas/National 1st DegreesPreferred QualificationUndergraduate degree and/or equivalent qualification in Design, Research or relevant programmeMinimum Experience Level3+ years' experience in the relevant field of design (CX Design / Service Design / Experience Design)Technical / Professional KnowledgeService DesignDesign ResearchRelevant design tools for artefacts (such as Miro, Cemantica)Writing, editing, proofreading, layout and design skillsDivergent and convergent thinkingSystems thinkingCuriousMethodicalHigh attention to detailBuilding partnershipsPositive approachClient-orientedOrganised
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