Description :

Grade Level: L1

Location: Lahore

Last date to apply: 11th Oct 2023

What is Service Design Specialist?

The role reports directly to the Team Lead

What does Service Design Specialist do?

Key responsibilities:

• Meet the relevant stakeholders concerning your team.
• Develop an understanding of your division, function, structure, and your role within the microcosm.
• Develop an understanding of the customer touchpoints & experience.
• Analyse existing business trends to look for possible opportunity areas
• Auditing and evaluation of various digital and non-digital channels using Usability Heuristics and/or Gestalt Principles
• Align the focus of multiple stakeholders & the team toward a unified end-to-end experience for the customer, bringing together strategy and execution
• Map customer existing journeys with internal and external customers
• Applying service design principles to exploratory initiatives within the organization and put together a framework for Service Design projects
• Conduct workshops with stakeholders to generate a hypothesis
• Do customer and market research to evaluate hypothesis and analyse customer needs
• Formulate insights & build customer Personas
• Involve stakeholders in User feedback sessions and convert these sessions into actionable insights.
• Conduct user requirements analysis, task analysis, conceptual modelling, information architecture design and interaction design.
• Design digital journeys to improve self-serving channels and create wow experiences.
• Apply rapid prototyping techniques to gather quick feedback on the design.
• Follow up on all changes that come out as an outcome of the HCD techniques.
• Perform statistical analysis of the changes implemented (increased utilization, recall, time spent on IVR etc.) and their contribution to the incremental revenue.

Key Deliverables:

• Develop and build the customer experience design portfolio
• Applying usability heuristics to web and apps and putting together a framework for UX evaluations.
• Conducting in-depth research covering various research methodologies including digital/non-digital ethnography, competitive benchmarking, user intercepts, interviews, focus group sessions and Usability testing.
• Conducting in-depth analysis of research and data sets and their synthesis into insights, barriers, and design opportunities
• Work on mobile application screens, including navigation and workflows.
• Work on existing digital and non-digital services and generate a constant flow of auditing for areas of improvement/innovation.
• Conduct user requirements analysis, task analysis, conceptual modelling, information architecture design and interaction design.
• Design digital customer journeys to create wow experiences.
• Apply rapid prototyping techniques to gather quick feedback on the design.
• Follow up on all changes that come out as an outcome of the HCD techniques.
• Perform statistical analysis of the changes implemented (increased utilization, recall, time spent on IVR etc.) and their contribution to the incremental revenue.

Jazz is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be Service Design Specialist?

• Minimum Bachelor's degree in Industrial/Service Design, Human-Computer Interaction or a major in relevant domain from a reputable university
• Demonstrable and relevant experience of working in similar fields previously
• Experience of working in Customer Experience Design
• Experience of Customer Experience Journey mapping and Design thinking
• Exposure to Agile way of work and digital channels
• Experience in Operations management
• Passionate about Service design and loves solving complex problems by creating a balance between desirability, viability, and feasibility
• Should have excellent ability to look beyond the obvious, get to the What and Why (clear problem definition) from a customer’s perspective before jumping to designing solutions. Empathy, high emotional quotient, keen sense of observation and ability to process variety of points of views and possibilities, are qualities that you must have.

Soft skills and technical skills required

• Experience in User-centered design (UCD), user research, user testing, A/B testing, rapid prototyping, useability, and accessibility
• Proficiency in Microsoft Office Suite and expertise in Figma/Photoshop
• Ability to Crowdsource ideas and solutions
• Strong analytical & presentation skills for creating visibility at all levels
• Excellent verbal and written communication skills, along with the ability to clearly articulate and express complex ideas to a wide variety of people and groups at any level
• Familiarity with all Service design tools & techniques
• Ability to conduct customer & market research in both Urban & Rural areas across the country
• Ability to communicate effectively with all levels of senior management, stakeholders, vendors, and customers
• Experience managing large cross-functional projects
• Enthusiastic, passionate, creative and a Team player
• Strong organizational, operational, and people skills

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.