Senior Service Manager

6 days ago

Johannesburg, 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 user-centred 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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