Service Designer

Service Designers work within product, service, and experience teams to solve customer experience challenges end-to-end, across journeys, channels, and organisational systems.

• Apply service design methods to define and solve end-to-end experience challenges
• Map and analyse:
• Customer journeys
• Service ecosystems
• Cross-channel interactions
• Conduct research (qualitative + quantitative) to understand:
• Customer needs, pain points, behaviours
• Co-create solutions with:
• Product, UX, CX, Operations, and business stakeholders
• Translate insights into:
• Service concepts
• Service blueprints
• Journey improvements
• Design services that are:
• Customer-centric
• Operationally feasible
• Scalable
• Create integrated service experiences across:
• Digital (apps, web)
• Human (branch, call centre)
• Operational processes
• Design and iterate:
• Service blueprints
• Journey maps
• Ecosystem maps
• Ensure alignment between:
• Customer experience
• Business processes
• Technology capabilities
• Use data and insights (customer feedback, analytics, research) to:
• Continuously refine service performance
• Maintain consistency with Absa design standards and brand experience
• Advocate for:
• Service design principles
• Systems thinking
• Customer-centricity
• Facilitate:
• Workshops
• Continuously develop service design expertise
• Contribute to building service design maturity across the team and organisation
• Proactively research and share global service design standards, frameworks, and best practices

• Bachelor’s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)