ETIC, Service Designer - Manager

Job description

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 Strong expertise in: Customer journey mapping Service blueprinting 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 Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Degrees/Field of Study preferred: Certifications (if blank, certifications not specified) 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