Head of Service Design - Virtual Banking

  • Negotiable HKD
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • Standard Chartered Bank Hong Kong
  • 23 Sep 18 2018-09-23

Please refer to detailed JD

About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

  • Define the processes and standards required to ensure services meet user needs in a sustainable and 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 weave together operational and customer processes to create an integrated ecosystem of choreographed 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 projects, defining scope, goals, milestones and deliverables in collaboration with key stakeholders (both internal and external)


Our Ideal Candidate
  • 7+ years professional experience in a design consultancy or equivalent
  • Bachelor's 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 services which improve customer outcomes
  • and internal process 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 communicate 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
  • Hands on experience with agile development methodologies
  • An ability to think strategically and creatively
  • Exceptional 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



Apply now to join the Bank for those with big career ambitions.