Head of Service Design

Job Title: Head of Service Design
Contract Type: Permanent
Location: Hong Kong
Reference: 3_190618
Contact Name: Eugenia Matusevich
Contact Email:
Job Published: June 19, 2018 17:21

Job Description

Our client is looking for a Head of Service Design, to lead and work with a multidisciplinary team of designers to create end-to-end service experience across all customer touch points, from definition to delivery and implementation.


  • Define the processes and standards required to ensure services meet user needs in a sustainable scalable way
  • Work with UX to define user personas, pain points and end to end journeys to create new service solutions which work seamlessly between digital and real world dimensions
  • Develop service blueprints which weaves together operational and customer processes to create an integrated ecosystems of choregraphed touch points and interactions
  • Be the voice of the customer in the definition of your service and collaborate with other service designers to ensure the overall proposition is cohesive and coherent
  • Apply and advocate human-centred design methodologies to drive an organisation and its culture to be put the customer first in what it designs and delivers
  • Define and drive the design process, from research, to insights to ideas, joining design and business together to create and launch new services
  • Manage and oversee the delivery of a range of products, defining scope, goals, milestones and deliverables in collaboration with key stakeholder – both internal and external


  • 7+ years of professional experience in a design consultancy or equivalent
  • Bachelors or Master’s degree in industrial design, design strategy, design management or equivalent
  • Fluent English and Cantonese (preferred)
  • Experience working strategically on creating end to end service which improve customer outcomes and internal processes efficiencies
  • Experience with designing mobile/web applications, experiences, products and or services which balance user needs and business objectives
  • Significant experience of engaging customers and multi-disciplinary teams using human centred design methodologies, including workshop planning and facilitation
  • Significant experience working across all levels of service design, from user flows and journeys to different types of content and user-led interactions across online and offline channels
  • Deep understanding of mobile and web technologies and their impact to service and experience design
  • Ability to effectively communication design ideas and rationale to facilitate effective decision making
  • Inspired and energised by chances to coach others in design disciplines and drive design culture
  • A strong customer focus and a natural inclination to let empirical research define and inform product/service priorities
  • Hand on experience with agile development methodologies
  • Ability to think strategically and creatively
  • Excellent interpersonal and communication skills
  • Excellent leadership skills with experience leading cross functional teams
  • The ability to manage time and schedules to meet aggressive deadlines and influence through persuasive written and verbal communication

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