CX Service Designer

• Analyze existing services and identify opportunities to improve customer experience and service delivery. • Design customer journeys (As-Is & To-Be) to enhance user experience and operational efficiency. • Collaborate with Business Analysts, UX/UI Designers, and Technical teams to align business, user, and technical requirements. • Develop service design artifacts such as Customer Journey Maps, Service Blueprints, User Personas, Process Flows, and Service Catalogs. • Identify pain points and recommend improvements to simplify processes and enhance customer satisfaction. • Ensure consistency across digital service channels and support the implementation of customer-centric solutions. • Participate in workshops, stakeholder meetings, and design review sessions to support project delivery. Key Responsibilities 1 Service Discovery & Analysis • Conduct workshops and working sessions with key stakeholders to gather insights and understand current service delivery models. • Analyze existing services and identify gaps, inefficiencies, and improvement opportunities. • Map current state (As-Is) customer journeys across all relevant services. 2 Service Design & Experience Definition • Design future state (To-Be) customer journeys with a focus on improving user experience and operational efficiency. • Identify and address pain points, delays, redundancies, and service gaps. • Ensure consistency and standardization of services across all channels (web, mobile, backend). 3 Alignment Across Business, UX, and Technology • Collaborate closely with Business Analysts and UX/UI teams to: • Align business requirements with user experience design. • Ensure feasibility and alignment with technical architecture and implementation constraints. • Act as a bridge between business, design, and technical teams to ensure cohesive service delivery. 4 Customer Experience (CX) Optimization • Simplify service processes by reducing unnecessary steps and removing friction points. • Enhance usability and accessibility of services. • Ensure a consistent and seamless customer experience across all touchpoints. 5 Service Design Artifacts Development Develop and maintain comprehensive service design deliverables, including but not limited to: • Customer Journey Maps (As-Is and To-Be) • Service Blueprints (including frontstage and backstage processes) • User Personas • Stakeholder Maps • Service Ecosystem Maps • Service Catalogs • End-to-end Process Flows • Experience Guidelines and Design Principles 6 Recommendations & Continuous Improvement • Provide actionable recommendations for service optimization and transformation. • Support prioritization of services based on impact, complexity, and business value. • Contribute to defining a scalable and sustainable service design framework. 3. Deliverables The Service Designer is expected to deliver the following: • As-Is and To-Be Customer Journey Maps • Detailed Service Blueprints (frontstage & backstage) • User Personas • Service Catalog • Process Flow Diagrams • Stakeholder & Ecosystem Maps • Experience Guidelines • Service Optimization Recommendations Report 4. Collaboration & Governance • Work under the overall project governance structure. • Coordinate with: • Project Management Team • Business Analysis Team • UX/UI Design Team • Technical/Development Team • Participate in regular project meetings, workshops, and design reviews. 5. Expected Outcome • Improved and standardized services • Enhanced customer experience and satisfaction • Optimized service delivery processes • Clear alignment between business, design, and technology