We are seeking a passionate and analytical Service Designer to join our team. This role is ideal for someone who thrives on understanding customer behavior, uncovering insights, and designing experiences that drive business growth. You will play a key role in shaping customer journeys, identifying opportunities, and delivering strategic recommendations through research and design. Experience in CX design, UX research, or service design is highly valued, as these skills help bring customer insights to life through thoughtful and impactful solutions.

Key Responsibilities

Customer Research & Insight

• Conduct qualitative and quantitative research to understand customer needs, pain points, and behaviors.
• Analyze data to uncover actionable insights and business opportunities.

Strategic Thinking & Opportunity Framing

• Analyze customer insights to develop strategic recommendations that align with business goals.
• Identify potential target customer segments based on research, market trends, and business context.
• Uncover strategic gaps and opportunities across customer experience and broader business areas to drive direction and decision-making.

Customer Journey & Service Design

• Develop user personas, journey maps, and empathy maps to build a shared understanding of customer needs across teams.
• Map end-to-end customer journeys to identify touchpoints, friction points, and opportunities for new solution or improvement.
• Design service blueprints that illustrate the interactions between customers, employees, and technology, enabling seamless service delivery.
• Map end-to-end customer journeys, identifying touchpoints, friction, and improvement opportunities.
• Create user personas, journey maps, and empathy maps to align teams on customer needs.
• Develop service blueprints to visualize interactions between customers, employees, and technology.

User Testing & Validation

• Plan and conduct user testing to validate concepts and solutions.
• Synthesize feedback to refine experiences and ensure customer relevance.

Stakeholder Collaboration

• Facilitate workshops with business stakeholders to co-create solutions.
• Partner with cross-functional teams (Product Owner, Product Manager, Developers, Marketing, Sale

Key Deliverables

• Customer Research and Strategic Opportunity Decks
• Insight summary with actionable recommendations.
• User personas, customer journey maps, and empathy map.
• Service blueprints and experience design proposals.

Qualifications

• 3–5 years of experience in customer experience, service design, or UX research.
• Strong knowledge of research methodologies (qualitative & quantitative).
• Hands-on experience with journey mapping, service blueprinting, and usability testing.
• Excellent facilitation skills for stakeholder workshops and co-creation sessions.
• Strong analytical skills and ability to translate data into actionable insights.
• Effective communicator with cross-functional collaboration experience.
• Background in banking or financial services industry preferred.
• Familiarity with banking products, services, and customer behaviors is an advantage.

Applicants can read the Personal Data Protection Announcement of the Bank's Human Resources Function by typing the link from the image that stated below.

(https://krungsri.com/b/privacynoticeen)

: Remark: The bank needs to and will have a process for verifying personal information related to the criminal history of applicants before they are considered for employment with the bank.

**Only shortlisted candidates will be contacted"

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