The Service Design Manager supports the Senior Manager of Design & Innovation to help realise our creative vision & strategies through the delivery of compelling & innovative experiences for our customers.
Oversees their team to conceptualise the service design frameworks, with a view to tailor the design of online channel services to be user-friendly & relevant to MTN customers (while being sustainable & competitive for MTN).
Operational Implementation
- User Need Definition
- Engage with business owners & customers to understand their priorities, agendas & pain points.
- Apply research methodologies to create & iterate service prototypes.
- Coordinate the conduct of primary research (qualitative & quantitative) necessary to formulate hypotheses based on insights (from primary research) & intuition (experience) related to pain-points & expectancy gaps in the customer experience.
- Coordinate the identification of customer dissatisfaction around services & apply methods to solve these.
Analytics
- Coordinate the aggregation of market insights, NPS analyses, churn surveys to inform priorities.
- Coordinate the delivery of customer interaction analyses for Call-Centre, Sales & Distribution & Digital channels.
- Consolidate the findings of the analyses & lead the communication of research findings by highlighting critical customer improvement areas.
- Conduct follow up assessment of the customer journey, incorporating feedback from the customer point-of-view.
Solution Design
- Embed service design as a way of working throughout the business to align to MTN’s BRIGHT strategy.
- Provide service design input & guidance to support strategic initiatives.
- Facilitate ideation & concept development of online products & services.
- Frame design solutions & communicate design thinking & rationales in a compelling way.
- Drive the generation of new ideas that reduce expense & create more efficient processes.
- Analyse & define the tools & systems required to support both new & existing products & services in development.
- Establish service design work activities that are customer centric & promote design thinking & methodologies.
- Contribute towards the continuous refinement of service design processes.
- Evolve the Service Design practice by drawing upon global & local best practice, as it relates to online service design processes.
Work in collaboration with the Senior Manager overseeing Design & Innovation in the planning & managing of the human & material resources of the sub-division to optimise performance, morale & enhance productivity.
Customer Journey
- Gather customer feedback utilising design tools to produce a blueprint of envisaged services (i.e. customer touchpoints, service scenarios, operational & customer KPI’s, use cases).
- Assess the current customer journey & identify gaps that can be further developed & improved.
- Lead & coordinate the cross-functional Voice of the Customer initiatives to drive continuous service improvement.
Automate the customer journey & track & publish the TO-BE implemented customer journey against a CEX dashboard, in conjunction with the CEX team.
Stakeholder Relationships
- Drive alignment with internal stakeholders around delivering absolute customer satisfaction, & assist to streamline this delivery.
- Promote agile methodologies & champion collaborative ways of working.
- Partner with stakeholders & subject matter experts as required, to create effective support for the design of new services, systems & / or facilities.
- Collaborate with teams across various sub-functional business areas (Online Products & Services, CVM, CEX, Sales & Distribution) to define the best solutions & service design consistencies.
Governance
Operational meetings
- Assist in the preparation & contribution to the Review & Retrospective Forum meetings & participate in the demonstration of delivered work & service design progress made (bi-weekly / weekly).
- Assist in the preparation & contribution of key insights for the Service Design Team in the weekly Round Up Forum to facilitate decision making.
- Provide input in Stand Up meetings to orientate the team for the upcoming day’s work.
Participate in any other cross-functional operational meetings.
Escalations
- Resolve escalations that have significant impact on service design delivery.
- Escalate complex issues that will result in significant time, scope, employee/customer or cost impacts, if not resolved.
- Contribute towards generating solutions to issues that require formal resolution.
Project Management
- Lead research-based design practices & service design activities at the project level.
- Commission service design improvement projects (i.e. NPS) that relate to the customer journey.
Performance
- Establish the correct Service Design metrics & KPI’s for the improvement of the customer journey & track performance against MTN’s BRIGHT Strategy targets.
- Develop trigger response to deviations from KPI’s to self-correct & remain on track.
- Create & monitor plans for near-term & long term incremental value realisation.
Report Generation
- Develop & submit reports for the Senior Manager (SM) addressing participatory & iterative service design approaches to facilitate decision making.
- Communicate research findings, conceptual ideas, detailed designs & design rationales & present the report to the SM to enable operational planning.
- Report to the SM on progress made against measurement metrics & within the sub-function, aligned to BRIGHT Strategy targets.
- Provide detailed progress reports both at sub-functional & functional level.
- Compile detailed reports for special projects” as & when necessary.
Budget Management
- Monitor costs and determine initiatives to optimise resources by maximising cost/benefit ratios
Minimum & Preferred Requirements
Education / Business Degree
- 3+ Years tertiary degree in a design-related discipline
- Fluent in English
Work Experience
- 5+ Years experience in a service design environment, coupled with supervising or managing cross-discipline teams.
- Experience in a design studio / agency.
- Deep experience in driving & applying user-centred design processes.
Training
- Service Design (short course).
Industry / Certifications
- Any other relevant certification / accreditation / membership with professional body(ies) that become necessary, as the role evolves.
Gmail
Yahoomail