-Job description
Role
The Service Design is responsible for the design of practical, functional and desirable digital services that make sense within the context of a customer's business objectives and technology roadmaps, gathering and utilizing business and customer insights, to have the ability to reframe service challenges, articulate opportunities, define strategies, create concepts and lead the development of innovative new services from initial brief to delivery.
Main responsibilities:
- Working with data and qualitative insight, through collaboration with frontline staff managers and the public, to design solutions and strategic propositions
- Understanding and articulating clearly how services need to change from a user centered, system, and business perspective.
- Mapping the service experiences of users and defining how organizations need to change what and how they deliver so it's more effective.
- Working closely with user researchers to define and communicate people's needs.
- Identifying how organizations can reduce cost of delivery and improve outcomes through re-design of user experience, business processes, and better collaboration across systems.
- Setting future visions for products and services that inspire people and meet needs.
- Designing, building, and setting usability tests for service and product prototypes, working from sketches into quick prototypes that can be iterated with feedback.
- Being critical during the design process of the balance of power in service structures and challenging how people can be empowered and supported to thrive.
- Designing with technologists and developers to take a service live.
Requirements
**Knowledge**
- Bachelor's degree or equivalent.
- Fluency in English and Spanish.
- Relevant experience in service design or related role such as user experience design.
- Experience with Agile methodologies, design thinking and customer journey mapping.
- Knowledge of existing and emerging service design tools and methods.
- Good communication skills, both verbal and visual to effectively integrate features and design plans.
- Strong interpersonal skills and teamwork skills to collaborate with business, IT, marketing and design professionals.
- Analytical and task driven.
- Management and leadership skills to ensure deadlines are met and to motivate delivery partners to work efficiently.
- Skills to understand technical aspects of the designs and its integration requirements on apps and web sites.
- Team player with high energy, ability to manage multiple and simultaneous initiatives.
- Performance under pressure.
- Passionate about creating human-centred solutions.
- Understanding of customer needs and trends, combined with an inquisitive passion for thinking about future needs.
- Accustomed to working collaboratively with cross-functional team members.
- Strong desire and capability to learn and adapt, and demonstrated business knowledge.
At HSBC we are oriented towards guaranteeing gender equality and constant training for our employees, as well as the protection of their labor and social rights.
At HSBC we offer our colleagues a greater number of days so that they can enjoy their wedding to the fullest, take care of the new member of the family, or grieve the loss of a family member.
Our package of paid leave is vanguard in Mexico.
Now you have one more reason to be HSBC and proudly live a culture of comprehensive well-being, balance and self-care"