SENIOR SERVICE DESIGNER

Key Responsibilities:

• Design end-to-end customer journeys and service blueprints for secured and unsecured retail lending products.

• Conduct customer research, develop personas and identify pain points and opportunities across digital and branch-assisted channels.

• Translate customer insights into service concepts, prototypes and Minimum Viable Product (MVP) journeys.

• Facilitate co-design workshops and collaborate with Product, Risk, Operations, CRM/Data and technology teams.

• Work within an Agile delivery model to validate, test and continuously improve customer journeys.

• Define business requirements and ensure proposed designs are feasible and aligned with risk and regulatory requirements.

Requirements

• At least 6 years of experience in Service Design, Customer Experience (CX) Design or Product Design, with senior-level ownership of design outcomes.

• Experience designing customer journeys in banking, financial services or fintech.

• Strong knowledge of service blueprinting, journey mapping, design thinking, customer research and prototyping.

• Proficiency in Figma, Miro, Adobe XD or equivalent design and collaboration tools.

• Understanding of retail lending products, such as mortgages, personal loans, overdrafts and credit cards, is strongly preferred.

• Strong storytelling, workshop facilitation and stakeholder management skills.

• Good English communication skills to work directly with international consulting partners.

Nice to have: End-to-end credit product design experience, knowledge of Vietnam's consumer lending and data privacy regulations, or exposure to AI/LLM-enabled design tools.