Standard Bank Lead - Design Service and Customer Experience Jobs in South Africa
Standard Bank Lead - Design Service and Customer Experience Jobs in South Africa
Key Responsibilities/Accountabilities
• Develop design solutions as part of a wider team through a solid understanding of device and ecosystem platforms to assure good customer experience by utilising various design and research methods to understand customer needs, friction points and decision-making processes.
• Discuss user needs with the client and collaborate with the wider experience design team to contribute to the development of a solution that is user-centric and aligned to business goals, ensuring that the solution is fit for customer.
• Apply the approved design standards in consultation with Business Lines / Corporate Functions to ensure consistency and alignment of design.
• Adhere to IT Experience Design data policies in line with Standard Bank Group (SBG) data standards so that quality data is consistently and appropriately stored, used and managed.
• Establish good working relationships and collaborative arrangements with team members and stakeholders for the purpose of the exchange of information.
• Develop and maintain effective relationships ensuring end to end support provided is aligned with the business needs and adheres to overall design standards.
• Identify team members' developmental needs through interaction and collaboration. Provide ad-hoc advice and assistance to team members to aid their development.
• Keep abreast of industry developments and enhance experience design skills to meet the evolving needs of customers.
• Understand and design the digital experience with the intention of refining the end product to achieve maximum user adoption by conducting market research to better understand the competitive landscape. Gather and analyse data to inform customer insights, and customer journeys.
• Action changes to products in line with Business Lines / Corporate Functions specifications so that the product may serve the business need more effectively.
• Observe customers at various touch points throughout the service experience, identify problem areas through defined key performance indicators, and identify areas where improvements may be made to enhance the service experience.
• Participate in workshops and co-creation activities to understand the scope and delivery expectations of service projects.
• Develop knowledge of local and global industry design technologies and architecture enhancements with the aim of contribution to improved design delivery within SBG.
• Utilise the approved technologies employed by the Experience Design team to meet work outcomes assigned by line management.
• Responsible for creating compelling experiences for users with a focus on reshaping the client experience
• Responsible to bring the voice of the customer into the various discussions
• Understand the motivational drivers of clients to achieve a positive impact on satisfaction. Identify and understand the client’s journey by paying close attention to the complete customer experience, and the individual touch-points that create the full journey.
• To use design thinking to emphathise with customers in order to unpack the client pain points, gains and needs
• Proactively identify the gaps or concerns customers may come across in their journey and validate these with research
• Engage in client research in order to understand the clients pains, gains and needs, create plans and lead cross functional teams in design sprints and workshops using design thinking methodologies.
• To understand,
• To plan, lead and facilitate discussions and workshops in order to unpack to reimagined / target state journey for clients
• Facilitate the target-state client journey mapping, understanding the moments that matter and deriving possible features that will be required as part of the target state.
• Ensure the CX strategy is aligned to the broader business goals
• Collect, track and analyse client feedback and suggest improvements based on insights gathers
• Work with Finance and Business and Tech to priortise features and MVPs that will come out of the reimagination sessions
• Engage in the design, test, and iteration of high-impact processes and journeys across multiple platforms and devices. Explore and define metrics that accurately capture feedback, and utilise data to refine and improve upon journeys. Continually refine and rerelease processes and journeys after input from customers.
• Use service design tools to build a comprehensive view of the current and aspirational state of customer experience across different touch-points and articulate the dependencies and complexities across these touch-points. Prototype services, especially diversified services, in order to validate ideas, and iterate and improve on them.
• To lead and facilitate the discussions to priortise features and MVPs using the DVF model ensuring clear principles are in place.
• Be purposeful in creating a roadmap to encompass user-centricity, co-creation, sequencing.
• Maintain subject matter leadership and professional development through active participation in global or local Interaction Design Community Groups. Network with key internal and external stakeholders, in and out of Design area of expertise.
• Maintain a detailed understanding of the customer experience on different products, to facilitate the design of adaptable and effective solutions for seamless experience of the user.
• Maintain financial accountability on operations of Design portfolio and budget requirements different projects, ensuring that the accurate amounts are utilised, in time and within stipulated budget requirements.
• Manage operations and growth of cross-functional Design teams and provide thought leadership on the subject matter. Promote a culture of innovation and teamwork. Develop career path matrix for mentoring and coaching teams to ensure talent retention.
• Communicate research findings, conceptual ideas, detailed design, and design rationale to an array of stakeholders, verbally and visually to keep them abreast on all developments.
• Facilitate innovative approaches to design, fostering the creativity and quality in developed solutions to ensure seamless use for users. Keep abreast with technological advances applicable to Design.
• Lead research on Design initiatives and artificial intelligence testing for improving user experience.
• Facilitate the delivery of specific user interfaces and information architecture using participatory and iterative design techniques, including observational studies, customer interviews, usability testing, and other forms of requirements discovery, responding to client needs and business objectives on digitisation.
• Lead research initiatives internally and identify opportunities for the business in Design where such applications would grow and keep SBG relevant in the market.
• Oversee and take responsibility for the successful delivery of a range of Experience Design projects for SBG in research, interaction design, user experience design and service design. Account for all internal Design development projects and assure implementation of all projects is aligned to the overall strategy of the business.
• Collaborate with all business units within Experience Design community for cohesive and strategic user experience across SA. Preferred
Qualification and Experience Qualifications
Experience
Knowledge/Technical Skills/Expertise
How to Apply
For more information and job application details, see; Standard Bank Lead - Design Service and Customer Experience Jobs in South Africa
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