Product / Service Design Manager

Seeking candidates who have a strong understanding of service design to work within an interdisciplinary design team to plan, visualize and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design. The candidate should know design research techniques and service design methodologies to mold the experience, services, systems, and brands that the end-users live through products alongside clients and project stakeholders.

• .An excellent portfolio exhibiting a thorough understanding of the end-to-end design process as well as the use of user-centered design methodologies. Minimum 5+ years of professional experience in the field of service design that includes multiple touchpoints.
• Knowledge of areas of expertise within the broader design environment, such as design research, design strategy, and prototyping; readiness to widen individual's skill set into adjacent specialties. Excellent relationship-building skills, including the ability to engage a wide range of stakeholders and subject matter experts and earn their co-ownership in the service resolution. Demonstrate strong competency in audience interaction while presenting design concepts to stakeholders.
• Demonstrated designs and understanding with previously introduced services that were put into practice in the reality. Proven ability to plan, implement, and analyze user research. Strong abilities in the creation and visualization of journey maps, as well as service ideation, interaction, and specification.
• Proficiency in leading workshops and organizing design sprints in collaboration with stakeholders. Provide service design expertise to projects that result in real value and better outcomes. This will include leading service design activities and developing service design products such as ethnographic/user

Responsibilities

• Key Accountability: Design Approach - Provide service design expertise to projects that result in real value and better outcomes. This will include leading service design activities and developing service design products such as ethnographic/user research, user journey maps, cognitions, personas and experiences, service blueprints, future state maps, and service solutions, as well as prototyping, testing, and iteration.
• Discover customer demands and pain points using design research methodologies.
• Provide strong research capabilities and analytical thinking to effectively challenge existing practice, norms and thinking.
• Analyze research data to identify and generate useful insights and patterns of user behavior.
• In collaboration with the team, plan and coordinate creative independent research (research method, anthropological based user study, secondary research, UX research)
• Manage service design deliverables such as solution concepts, blueprints, and other design artifacts within a project.
• Design service-oriented pilots to identify and address key experience and performance indicators as well as operational constraints.
• Manage collaboration with counterparts and other stakeholders to create user-centric end-to-end workflows, operating procedures, and strategic planning. Promoting innovative practices in terms of service delivery that are in line with industry best practices.
• Develop and manage cross-functional design thinking workshop that results in new products, services or experiences.
• Work with stakeholders and business partners to assess the value of a concept, design operational functions and activities. Produce effective project proposals articulating service design discoveries and develop persuasive solutions for service improvement supported by a robust research base.
• Able to plan, manage and deliver projects efficiently, as well as comprehensive service design planning to effectively engage a wide number of diverse service stakeholders, and leading to the launch of innovative service delivery methods.
• Manage the service delivery team's quality of execution.
• Qualifications - A bachelor's degree in the field of service, product, interaction or industrial design, or a related design discipline.