Senior Service Designer at Salt South Africa

What the role is accountable for:

• Works closely with Businesses to design and implement exceptional end-to-end customer service. This may include identifying current challenges and improvements in the way customers use current services or, innovating and building out new customer services.
• This position requires a well-versed creative, design thinker, and problem solver who is devoted to designing, pioneering, and captivating user and customer experiences. Will be required to work in a multidisciplinary team, on expansive and complex omnichannel projects.

A typical day may include:

• Build out a deep understanding of the business and/or service through research and the use of various primary and secondary techniques.
• Guide stakeholders to set the vision for projects, including framing the problems to be solved and defining project success criteria.
• Lead the synthesis of multiple data sources and research insights into artefacts (service ecosystem maps, customer journey maps, service blueprints, videos, storyboards) that tell compelling stories.
• Tell compelling stories that are effective in communicating the client experience in a simple and engaging way.
• Articulate and evangelize the value of service design within the client ecosystem.
• Contribute to the creation and maintenance of internal design strategy, process, policy, and methodology.
• Engage in internal projects and initiatives where relevant.
• Contribute to the Service Design industry, including keeping up to date on new trends, advances, and best practices, and delivering thought leadership.
• Share knowledge with peers and actively participate or contribute to the design communities.

Essential Qualifications:

• Matric
• Professional HCI / UX / SD / Design Thinking certifications

Preferred Qualifications:

• An (advanced) degree in a relevant field would be advantageous

Experience we look for:

• 5+ years of working experience.
• Experience with web and mobile app design.
• Working knowledge of responsive design and grid principles.

Other experience:

• Strong typography, layout, and visual design skills.
• Working knowledge of the ideation and creation of UI design deliverables, such as Sitemaps, user flows, wireframes, lo-fi and hi-fi layouts, and prototypes.
• Experience designing for omnichannel services advantageous
• Proficiency with Sketch, InVision, Adobe Creative Suite, Zeplin, and other relevant design tools etc.
• Portfolio of Service Design focused work samples
• Experience designing for omnichannel services advantageous.
• Experience leading multi-disciplinary teams and projects is advantageous

How the role raises the bar?

• Good skills in conducting and synthesizing research, insights, and findings.
• Good understanding of service design tools and methods.
• Good skills in structuring and visualizing journey maps, service ideation, concept communication, and specification.
• Facilitating workshops, setting design sprints, business requirements, etc. advantageous.
• In-depth understanding of product development life cycles and methodologies (Agile, Lean, etc.)
• Knowledgeable about interaction design principles and information architecture
• Knowledgeable about design standards in UX/UI, service, and interaction design both for web and mobile
• Strong understanding of design thinking, with the confidence to plan and lead a variety of research techniques to uncover market and user insights, pain points, and problems.
• Demonstrate expertise in UX/CX/SD, storytelling, branding, or other specialized design skills that bring complex solutions to life creatively, efficiently, and powerfully.