| Job Title: | Service Designer |
| Work Location: | Johannesburg, South Africa |
| More about the project: Problem to solve.Solution/DeliverableAttractive Tech exposure | Project Name: Integrated Channels: Right Channeling Right Channeling (Purpose) Support the service design of a cross-channel Right Channelling initiative, focused on moving customer journeys and functionality to the most appropriate channel. The goal is to reduce reliance on frontline servicing by enabling customers to complete tasks through self-service channels such as the banking app, online banking, self-service terminals and other digital touchpoints. Working within an agreed strategic approach, you’ll help shape channel decisions while supporting Product Owners to define, plan and drive the work forward. |
| Job Description / Responsibilities: | What you’ll do Understand current customer journeys, servicing activities, backend processes and channel interactions across the business. Identify customer and colleague pain points, opportunities and barriers to channel adoption. Work closely with Product Owners, business stakeholders, business analysts and channel teams to understand needs, priorities and dependencies. Work with the designers to shape the “to be” journeys. Recommend the most appropriate channel approach for journeys and functionality, including channel ownership, hand-offs and channel splits where needed. Facilitate workshops and discussions to align stakeholders on future-state experiences and channel direction. Support Product Owners throughout the process by helping them: Define and prioritise opportunities. Build and shape a roadmap. Clearly articulate customer, colleague and business value. Think through how work will be tracked and measured from idea through to implementation and adoption. Translate service design insights into practical recommendations that support delivery planning and decision-making. Deliverables Current-state and future-state journey and service maps. Customer and colleague insights, pain points and opportunity areas. Recommended channel approaches and channel split decisions where applicable. Prioritised opportunities and recommendations to support backlog creation. Roadmap inputs and planning artefacts to help Product Owners sequence and prioritise work. Clear value propositions and outcome measures for key initiatives. Handover materials and recommendations that enable Product Owners to progress work through UX design, pre-development and delivery processes. |
| Background and experience required: | Experience Required |