CX Service Designer
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Key skills for this role
About the Role
BlackStone eIT is seeking a Service Designer to analyze and improve customer experiences. The role involves designing customer journeys, developing service design artifacts, and collaborating with cross-functional teams to enhance service delivery.
Key Skills for This Role
Responsibilities
- 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
- Develop service design artifacts such as Customer Journey Maps, Service Blueprints, User Personas, Process Flows, and Service Catalogs
- Collaborate with Business Analysts, UX/UI Designers, and Technical teams to align business, user, and technical requirements
- 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
Requirements
- Experience in service design and customer experience optimization
- Ability to create customer journey maps and service blueprints
- Collaboration skills with business analysts, UX/UI designers, and technical teams
Full Job Posting
Job Overview
- 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
Key Responsibilities
- 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
- 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)
- Collaborate closely with Business Analysts and UX/UI teams to align business requirements with user experience design
- 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
Service Design Artifacts Development
- 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
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
Deliverables
- 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
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
Expected Outcome
- Improved and standardized services
- Enhanced customer experience and satisfaction
- Optimized service delivery processes
- Clear alignment between business, design, and technology
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