Senior Service Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Psybergate Full time

What you will be doing:

  • Plan and manage the design research activities (research strategy, ethnographic based user research, secondary research, UX research) collaboratively with the team.
  • Plan and execute system mapping, customer journeys, scenarios and service specifications.
  • Analyse research data identifying and generating meaningful insights and behavioural patterns.
  • Work closely with researchers, designers contributing to the improvement of the design quality and final user experience.
  • Facilitate workshops with heterogeneous groups of clients and stakeholders.
  • Define and structure deliverables consistent with project goals.
  • Create presentations and design strategy documentations.
  • Manage user research and service design process, drive decisions, track issues, and assist in estimating resource, needs and schedules.
  • Collaborate with product owners and leaders to design solutions and strategic propositions

What we are looking for:

  • Completed Bachelors degree or other related qualifications
  • 5 years experience designing complex service design systems for multiple touchpoints projects.
  • Strong knowledge of usercentred design processes and passionate about solving complex Service and user experience.
  • Strong background in service and strategic design.
  • Strong skills in conducting and synthesising research, insights and findings.
  • Strong skills in structuring and visualising journey maps, service ideation, concept communication and specification.
  • Excellent portfolio showcasing design solutions and strategic approaches.
  • Ability to facilitate workshops with senior stakeholders
  • Knowledge of agile approaches and techniques.
  • Ability to communicate effectively with different audiences.
  • A solid competency in storytelling and public speaking. You are comfortable explaining your ideas to client stakeholders and to ideate the best means to present your conceptual work.
  • Attention to details and organisational approach.
  • Ability to understand the impact of technology on design deliverables.
  • Strong interpersonal and stakeholder management skills.
  • A love of collaboration and learning.
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