Introduction
Service designers work to create end-to-end enterprise experiences for prospects, customers, business partners, and employees that span face-to-face and digital interactions. They use human-centered approaches to shape and define the value exchange between a service provider and the user across touch points, time, and channels.
Your Role and Responsibilities

• Generating insights through research with users, staff and stakeholders to shape a holistic view of the total user experience - Analyzing, consolidating, and communicating research findings to stakeholders in order to strategically frame, validate and quantify the problem being solved and help inform the wider strategic roadmap of initiatives
• Defining key UX and organizational measurements used to track and prove the initiative delivers positive outcomes for both users and the business
• Designing concept journeys, blueprints, and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service
• Facilitating the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design
• Shaping how behind-the-scenes processes and support functions interact with each other and how these impact the design process
• Embedding design practices within organizations to create a sustainable approach to service the needs of the user
• Responsible for ensuring that all insights and ideas are consolidated into a holistic product/service vision (e.g in form of a Golden Thread).
• Research future trends and gather stakeholder expectations and goals.
• Enable and facilitate co-creation to derive ideas and potential solutions (providing creative methods, collaboration environment, workshop agendas, etc.).
• Create User Journeys and Service Blueprints, using systems thinking to identify root causes and prevent merely treating symptoms.
• Link user empathy with the business and organizational empathy.
• Translate insights and ideas into a compelling story.
• Utilise the process of iterative design to understand user interactions and enhance user satisfaction by improving the usability and accessibility provided when interacting with a system, product or service.

Required Technical and Professional Expertise

• A bachelor's or master's degree in a relevant field such as Service Design, Interaction Design, User Experience (UX) Design, Industrial Design or a related discipline
• Experience in design thinking methodologies, human-centered design, or other relevant design frameworks
• Have prior working experience of 8 years or more
• Proficiency in design tools such as Figma or other relevant software
• Ability to create wireframes, prototypes, user flows and other design artifacts to visualize service concepts and improvements
• Experience conducting user research, including interviews, surveys, usability testing and other methods to gather insights
• Ability to analyze complex service ecosystems and identify opportunities for improvement
• Skill in synthesizing research findings and data to inform design decisions
• Understanding of banking business and its processes to align service design efforts with broader organizational objectives
• Experience with design sprints, customer journey mapping and other design thinking techniques
• Knowledge of coding languages and front-end development can be beneficial for prototyping and collaborating with developers (not mandatory but is a plus)

Preferred Technical and Professional Expertise
As the above
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Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

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About IBMAbout IBM Digital Talent for Business
IBM Digital Talent for Business is a newly incorporated subsidiary of IBM. The purpose of this company is to develop local talent and skills, especially in the areas of digital, agile delivery, cloud-native application development, Generative AI, data engineering, and platform engineering. We aim to lead the acceleration of digital transformation initiatives to help our client achieve their transformation objectives.
The company will adopt IBM best practices and IBM Garage Methodology to create business solutions that are underpinned by the pre-eminent technologies of our time — hybrid cloud and AI. The goal is to help drive business value and outcomes quickly and efficiently. Consistent with IBM's values, the company will also help our clients to accelerate their sustainability journeys and make a positive impact on the planet and its inhabitants.
People are critical to an organisation's success. Therefore, IBM Digital Talent for Business will cultivate a vibrant working environment and foster a continuous learning culture to help employees innovate, flourish and accelerate their skills and careers in this era of rapid digital transformation. The company will also collaborate with education institutions in Thailand to develop local digital talent who are replete with the skills needed for today and in the future.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.