Service Design Manager

1. Product and Experience Design

- Drive effectiveness in customer engagement within the target customer segment.

Lead squad and tribe members in discovering new data insights to enhance customer journey design and experience.

- Supervise the implementation of a dynamic framework of system-driven triggers and develop a roadmap of customer life stage events to support comprehensive customer engagement.

- Guide squad and tribe members in identifying existing process inefficiencies and exploring methods to reduce costs and enhance user experience.

- Oversee the design and development of feedback channels to identify pain points, define short-term action plans, and implement permanent fixes to address issues.

- Supervise the design and implementation of tools and capabilities to facilitate improvement workshops for projects, initiatives, and process mapping, including storyboarding, user persona development, and cost-impact analysis.

2. Strategic Planning

- Develop the Customer Journey roadmap aligned with the bank's digital strategy vision, establishing visions and directions for the Business Tribe.

- Manage resources (tools, tribe capability, financials) to ensure product delivery and implementation within budget constraints (Profit and Loss).

- Collaborate closely with senior management teams and other tribe leads to develop the customer journey roadmap and design necessary products.

3. Project Management

- Oversee the coordination and delivery of products across squads, ensuring timely delivery according to established timelines.

- Monitor and evaluate the successful implementation of products, incorporating enhancements based on implementation results and feedback.

- Establish product development priorities with input from Data and Technology Tribes, ensuring products are delivered in line with market demands.

- Manage strategic relationships with other tribes and squads to ensure alignment with overall business objectives, translating strategic plans into operational plans and guiding their execution.

- Minimum 8 years of relevant experience, with at least 3 years of team management experience.

- Extensive experience in stakeholder management and designing customer journeys.

- Multiple experiences in working on large-scale projects.

- Deep expertise in project management and workplace mediation.

- Proven track record in leading product and service design in Agile environments.

- Bachelor's or Master's Degree in design, Human-Centered Design (HCD), or behavioral/social science.

- Fluent English

* Benefit:

- Salary range: $1500 - $2000

- Fixed 13th month salary

- Up to 15th month salary

- Working in one of the leading company in Technology trends in Vietnam

- Having the opportunity to learn from top experts, expats, oversea Vietnamese from across the world

- Best place to work 5 consecutive years