Etic, Service Designer Manager

Job Summary

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

We are seeking a Service Design - Manager toparticipatein the service design and transformation of end-to-end services that deliver exceptional customer experiences and measurable business value.

In this role you will work across business product and technology teams to orchestrate people processes and systems ensuring seamless and user-centric service experiences across all touchpoints.

Responsibilities:

• Lead end-to-end service design initiatives from discovery through to delivery and optimization

• Define service strategies that align with customer needs and business objectives

• Conduct service assessments toidentifygaps inefficiencies and opportunities for improvement

• Develop service blueprints journey maps and operating models to guide transformation efforts

• Design andoptimizeuser journeys to enhance usability engagement and adoption

• Collaborate with cross-functional teams (business product engineering) to ensure alignment and execution

• Facilitate workshops and co-creation sessions with stakeholders to drive alignment and decision-making

• Define and track service performance metrics (KPIs/OKRs) to measure impact and success

• Mentor and guide junior service designers fostering service design capability within the team

Qualifications:

• Bachelors degree in design Human-Computer Interaction or a related field or equivalent experience.

• 8 years of experience in service design UX design product Management and Product design or consulting

• Proven experience delivering end-to-end service design or transformation projects

• Strongexpertisein:

• Customer journey mapping

• Service blueprinting

• Experience design and usability

• Experience working within cross-functional agile teams

• Strong stakeholder management and communication skills

Preferred Qualifications:

• Experience in consulting or large-scale digital transformation programs

• Familiarity with service strategy operating models and business design

• Exposure to multiple industries (e.g. banking telecom public sector)

Key Skills:

• Service Design & Systems Thinking

• Customer Experience & Journey Design

• Strategic Thinking & Problem Solving

• Stakeholder Engagement & Facilitation

• Data-driven Decision Making

• Leadership and Team Development

What Success Looks Like:

• Delivery of seamless value-driven services that improve customer satisfaction and adoption

• Clear and actionable service designs and transformation roadmaps

• Strong alignment between business goals and customer experience

• Measurable improvements in efficiency performance and value realization

Education (if blank degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Accepting Feedback Accepting Feedback Active Listening Agile Methodology Analytical Thinking Business Case Development Business Process Modeling Coaching and Feedback Communication Competitive Analysis Creativity Customer Needs Analysis Customer Relationship Management Customer Satisfaction Digitization Embracing Change Emotional Regulation Empathy Inclusion Intellectual Curiosity Learning Agility Marketing Management Market Research Market Trends Operationalization 22 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship

No

Government Clearance Required

No

Job Posting End Date

Required Experience:

Manager

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