My client is an MNC Insurance client, focusing on Regional markets for Customer Proposition and Design. We are seeking for an experienced Service Design / Strategy Lead to deliver end to end user experiences. This role combines systems thinking, user-centered design, and business strategy.
Responsibilities:
- Drive the design of complex service ecosystems across digital and physical channels, ensuring consistency, usability, and delight at every touchpoint.
- Partner with stakeholders to define user experience strategies aligned with business goals, customer needs, and market trends.
- Conduct research and map current vs. future-state customer journeys, service blueprints, and ecosystem maps to identify opportunities and gaps.
- Collaborate with UX researchers to gather qualitative and quantitative insights. Translate findings into actionable experience principles and design direction.
- Lead cross-functional teams through ideation, prototyping, and decision-making workshops with a human-centered approach.
- Communicate design strategy and rationale effectively to business leaders, product owners, and other key stakeholders.
Requirements:
- 7+ years of experience in service design, experience strategy, UX, or related fields.
- Strong portfolio showcasing service design leadership and cross-channel experience projects.
- Proven ability to lead multidisciplinary teams and manage complex projects.
- Excellent facilitation and communication skills.
- Proficiency with tools like Miro, Figma, Adobe CC, Journey Mapping tools, and Service Blueprints.
- Deep understanding of human-centered design, design thinking, and systems thinking.
- Bachelor's or Master's degree in Design, Strategy, Human-Computer Interaction, or related discipline.
This role will start as a renewable contract, highly extendable / potential to be converted to permanent.
