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.
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The Visual Design Manager supports the Senior Manager of Design & Innovation to help realise our creative vision & strategies through the delivery of compelling innovative concepts & visual design approaches to products, services & marketing collateral across our online mediums.
Key Job Responsibilities
Operational Implementation
Design facing:
- Drive brainstorms & aid in the development of user-focused offerings.
- Drive the development & cohesion of branding & identity solutions.
- Direct your team to deliver compelling screen-based design solutions that bring the concept to life.
- Provide critique & design direction for motion executions & demos created in After Effects, Premiere, 3D or similar software.
- Prepare & deliver crafted presentations for creative showcases, conferences, events & workshops.
Stakeholder & Project facing:
- Lead & contribute to Post Project Reviews.
- Willing to be flexible & open to trying innovative approaches or solutions to projects or creative delivery.
- Play an active role in stakeholder meetings.
- Continually strive to exceed stakeholder expectations.
- Manage your teams’ work-stream directly with stakeholders.
- Proactively identify business opportunities.
Team facing:
- Effectively lead & manage your Visual Design team, instill an ethos & motivate them in the pursuit of excellence.
- Build & maintain relationships across disciplines.
- Actively share knowledge & experience.
- Offer project support & assistance to team members.
- Offer guidance, support & direction to fellow Visual Designers.
- Assist in raising the profile of the team, working closely with the Design Leads & Marketing department.
Outputs can include:
- Design mood-boards & style tiles
- Concept posters
- Illustrated storyboards & contextual scenarios
- UI Designs for design prototypes (off architectures & wireframes)
- UI screen designs & assets for implementation
- Design annotations, documentation & specifications
- Brand Identity Design Guidelines
- Motion graphics (an advantage)
- Infographics
Governance
Operational meetings
- Lead in the preparation & contribution to the Review & Retrospective Forum meetings & participate in the demonstration of delivered work & service design progress made (bi-weekly / weekly).
- Lead in the preparation & contribution of key insights for the Design & Innovation 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 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 & design activities at the project level.
- Commission design improvement projects that relate to the customer journey.
Performance
- Manage ongoing timeous delivery of compelling, highly crafted design & communication solutions.
Report Generation
- Develop & submit project updates 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 MTN’s 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 & determine initiatives to optimise resources by maximising cost / benefit ratios.
Education / Business Degree
• 3+ Years tertiary degree in a design-related discipline.
• Fluent in English.
• 5+ Years experience in a design environment (Studio or Agency).
• Experience in driving & applying user-centred design processes to deliver elegant design & user interface solutions for online media.
• Proven track record of having successfully managed teams to deliver on visual design projects.
• Solid foundation in & ability to collaborate with peers in the User Experience Design & Service Design disciplines.
• Must be able to demonstrate strong conceptual abilities.
• Portfolio should contain a compelling array of executions across responsive website design, prototype development, applications, story boarding, identity development, infographics, motion graphics.
• Industry recognition in terms of Awards for relevant work would be a bonus.
• Expert in Adobe CC Suite (Photoshop, Illustrator, XD, After Effects).
• Efficient in Interaction Design software like Invision & Sketch (or similar).
• Any other relevant certification / accreditation / membership with professional body(ies) that become necessary, as the role evolves
• Must be able to demonstrate a deep understanding of user-centric design, conceptualisation, application, principles & best practices when it comes to:
• Design & design layout
• Communication hierarchies
• Interaction design
• Typography
• Visual treatment
• Iconography
• Copywriting
• Animation, Motion Graphics & 3D a bonus.
• Ability to drive iterative design processes & methodologies through their team.
• Strong willingness to broaden own skillset into adjacent user-centred design specialisations, as well as to disseminate knowledge in order to upskill their team.
• Understanding of niche areas within the design landscape (i.e. Design Research, Visual & Content Design, UX, Service design).
• Worked across diverse cultures & geographies is advantageous.
Knowledge, experience & technical skills:
• Demonstrable skills in illustration, typography, photography, diagrams & iconography.
• A good understanding of 3D (like Cinema 4D) & motion graphics software (After Effects & Premiere) would be an advantage.
• Ability to work independently, identify & solve problems effectively & efficiently.
• Able to demonstrate good written & verbal English skills.
• Willingness to perform other design-related duties as & when required.
• Keen to learn, with a willingness to broaden skill set across all design competencies.
• Able to multi-task, prioritise & perform well under pressure.
• Proactive, self-sufficient & professional, with strong organisational, time management & communication skills.
• Engage with & work within changing multi-disciplinary teams.
• Ability to develop & maintain open, honest & trusting relationships.
• Excellent attention to detail with the ability to consistently deliver quality work.
• Able to function, adapt & succeed in a constantly changing environment.
• Able to demonstrate initiative.
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