• Analyze existing services and identify opportunities to improve customer experience and service delivery.
• Design customer journeys (As-Is & To-Be) to enhance user experience and operational efficiency.
• Collaborate with Business Analysts, UX/UI Designers, and Technical teams to align business, user, and technical requirements.
• Develop service design artifacts such as Customer Journey Maps, Service Blueprints, User Personas, Process Flows, and Service Catalogs.
• Identify pain points and recommend improvements to simplify processes and enhance customer satisfaction.
• Ensure consistency across digital service channels and support the implementation of customer-centric solutions.
• Participate in workshops, stakeholder meetings, and design review sessions to support project delivery.

Requirements

Key Responsibilities

1 Service Discovery & Analysis<...