Service Design Strategist

At APP we provide managed services for end user computing, ICT resourcing, project management and consultation with some of the biggest companies in South Africa, across multiple industries and verticals. A reputable client within the financial industry is offering a position to a Service Design Strategist to join them on ground-breaking projects and driving insight-led and service design thinking.

Duties and Responsibilities:

• End-to-end designing of market leading solutions that enhance the customer experience, and increase business efficiency.
• Using system design to ensure problem definition and ideation addressing the needs and optimising the value across all stakeholders.
• Analysing and arranging identified interactions into rational user journeys within that service ecosystem.
• Developing user/customer and service flows across the business, regularly consulting with stakeholders to ensure that areas of friction are identified and understood including initiatives to improve customer experience are scoped and prioritised.
• Analysing failures and identifying root causes and opportunities for improvement within that service.
• Delivering solutions to the Development team that are well documented and deployed as per original design brief.
• Collaborating proactively with key stakeholders on a regular basis to achieve strategic program objectives.
• Preparing pilots and evaluating the performance of the solutions designed to validate their desirability and viability.
• Managing various suppliers ensuring delivery is on time and within agreed budget.
• Conceptualising and leading service design initiatives and projects, including workshops, user interviews, and creative brainstorms.
• Providing service design thought leadership within the broader organization, building effective professional relationships across the business and establishing credibility with all stakeholders.
• Working closely with the business and creating formal networks with key decision-makers to establish service design as a discipline within the organization.

Qualifications and Requirements:

• 5 years’ experience in service design, working closely with product owners, business analysts and developers in an agile environment.
• 3 years’ experience in human-centered design methods and experimenting to determine which solutions are most likely to satisfy customer needs.
• years’ experience in communicating design solutions to both design and non-design-oriented stakeholders.
• Experience in an agile work environment and design sprints towards problem definition and/or creative problem-solving.
• Bachelor’s degree in Business, Marketing or related discipline.
• Honours degree will be advantageous.