Fintech Service Design Manager

🎯 Ready to shape the future of fintech experiences at n11?

We are looking for a Fintech Service Design Manager who will seamlessly integrate our fintech products into customer journeys across our platform. In this role, you will transform complex financial processes and regulatory requirements into intuitive, customer-centric service experiences. If you are passionate about designing seamless digital journeys, simplifying complexity, and creating impactful customer experiences, we would love to meet you.

💼 What you’ll do

• Research and benchmark global and local best practices to identify innovative service design and customer experience opportunities.
• Design and continuously improve end-to-end customer journeys for financial products across digital channels.
• Map and manage all error scenarios, edge cases, and exception flows to ensure a seamless and user-friendly experience at every touchpoint.
• Collaborate closely with User Research and Data Analytics teams to gather insights, define business requirements, and document customer needs.
• Work closely with UX/UI teams to guide interface and service design decisions through a customer-centric approach.
• Partner with Product teams to translate commercial objectives into digital experiences, while collaborating with Technology and Business Analysis teams to align technical capabilities with customer needs.
• Design innovative services and experiences that create competitive advantage and drive customer engagement.

✅ Who you are

• Bachelor's degree in a relevant field.
• Minimum 7 years of experience in Channel Management, Service Design, Customer Experience, or related roles within Digital Banking, FinTech, or financial services organizations.
• Proven experience in documenting and translating complex business requirements, user journeys, and functional specifications for technical and design teams.
• Strong understanding of UX principles, A/B testing methodologies, and conversion funnel optimization.
• Ability to transform regulatory and operational constraints into intuitive and customer-friendly experience solutions.
• Strong analytical thinking, problem-solving, and stakeholder management skills.
• Excellent communication and cross-functional collaboration abilities.
• Passion for creating customer-centric experiences in a fast-paced and dynamic environment.

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