*ux design lead / manager*
*role purpose*
the service design lead 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
principal accountabilities:
- co-designing with customers and colleagues new service models and value propositions, defining how agile teams can re-organize themselves to deliver to achieve benefits.
- taking research into actionable insights and communicating this in a succinct and human-centered way to stakeholders.
- working with researchers and analysts to define unmet needs of people who may not use services, and defining how the organization can meet these needs.
- analyzing and directing on how organizations need to change to deliver more effective services.
- implement both tactical and strategic solutions to main customer pain points in the different channels,
- foster a customer-first view and approach to our channel experience, advocating for significant changes whenever necessary and working with stakeholders to enable enhancements.
- review quality of interactions in different channels,
- ensure compliance to internal and external policies, working proactively and in collaboration with second line of defense,
- working to the highest ethical and moral standards of research and design practice, promoting inclusive design practice at all levels.
- provide support/guidance/management in all levels,
- promote innovation mindset and incentivize exchange of best practices.
- having confidence and experience in the end-to-end journey of a project, from navigating sales through to end delivery.
- having confidence in agile practice and language related to the design process.
we offer direct hiring by the bank, base salary, performance bonus, holiday bonus, life insurance, major medical expenses insurance, credits, discounts on bank products, active participation in sustainability/social responsibility programs, discounts in more than 9,000 establishments and a career plan according to your aspirations.
at hsbc we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect.
hsbc employees act by showing integrity with courage, standing firm in what is right.
we are trustworthy, we show different ideas and cultures and we are connected with customers, the community, regulators and each other.
at hsbc we are focused on guaranteeing gender equality and constant training for our employees, as well as protecting their labor and social rights.
at hsbc we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member.
our paid leave package is at the forefront in mexico, now you have one more reason to be hsbc and proudly live a culture of well-being, balance and care