CX Service Designer
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Key skills for this role
About the Role
BlackStone eIT is hiring a CX Service Designer to analyze and improve customer experiences. The role involves designing customer journeys, developing service design artifacts, and collaborating with business and technical teams.
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
- Collaborate with Business Analysts, UX/UI Designers, and Technical teams to align 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 implementation of customer centric solutions
- Participate in workshops, stakeholder meetings, and design review sessions
Requirements
- Experience in service design and customer journey mapping
- Ability to develop service design artifacts such as journey maps, blueprints, and personas
- Strong collaboration skills with Business Analysts, UX/UI Designers, and Technical teams
- Excellent analytical and problem solving skills
Full Job Posting
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.
- Act as a bridge between business, design, and technical teams to ensure cohesive service delivery.
- 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.
- Develop and maintain comprehensive service design deliverables, including Customer Journey Maps, Service Blueprints, User Personas, Stakeholder Maps, Service Ecosystem Maps, Service Catalogs, Process Flows, Experience Guidelines, and Design Principles.
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, and 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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