Service Design Expert

TMO - Service Design Expert

About the Role

We are looking for an experienced Service Design Expert to design and improve end-to-end customer experiences across Corporate Banking sectors. This role will work closely with Product Owners, Business Analysts, and business stakeholders to create customer journeys, service blueprints, and service models that deliver measurable improvements in customer experience and operational effectiveness.

This position plays a critical role in shaping how services are delivered to corporate customers across multiple industry sectors.

Key Responsibilities

Customer Journey Design

• Co-design customer journeys with Product Owners and Business Analysts across targeted customer segments and industry sectors.
• Map current-state and future-state customer journeys, identifying pain points, moments of truth, and improvement opportunities.
• Design both sector-specific and end-to-end customer journeys.

Service Design & Blueprinting

Develop service blueprints and service models that define:

• Customer interactions
• Frontstage experiences
• Backstage processes
• Supporting systems and capabilities

Align business, operations, and technology stakeholders around future service experiences.

Experience Improvement

• Identify key factors driving customer experience across touchpoints.
• Recommend improvements to products, services, processes, and operating models.
• Support implementation of customer-centric solutions and transformation initiatives.

Service Quality Management

• Define customer experience and service quality metrics.
• Establish mechanisms to monitor and measure service performance.
• Track customer feedback, service outcomes, and continuous improvement actions.

Required Qualifications

• Bachelor's degree in Business, Design, Service Design, Economics, Banking, Engineering, or a related field.
• Minimum 5 years of experience in Service Design, Customer Experience, Customer Journey Management, Design Strategy, Process Design, or Business Transformation.
• Proven experience developing customer journeys, service blueprints, service models, and operating model improvements.
• Strong stakeholder management and cross-functional collaboration capabilities.
• Mandatory: Hands-on experience designing customer journeys, services, processes, or customer experience initiatives for SME, Mid-Market, Large Corporate, Commercial Banking,
• Transaction Banking, or other B2B customer segments.
• Ability to work across business, operations, product, and technology functions.
• Strong facilitation, communication, and presentation skills.

Highly Preferred

• Experience in Corporate Banking, Commercial Banking, Transaction Banking, Wholesale Banking, Trade Finance, Cash Management, Treasury Services, or corporate financial services.
• Experience supporting large-scale business transformation or customer-centric transformation programs.
• Knowledge of service quality frameworks, NPS/CSAT/CES measurement, and continuous improvement methodologies.