SERVICE DESIGN LEAD

Metrobank; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Metrobank in Manila is seeking a Lead Service Designer to create customer-centric products, services, and experiences that deliver meaningful value and exceptional user satisfaction. You will work with product managers, designers, engineers, and business teams to translate customer needs into effective solutions.

The role requires 5+ years in service design, strong design thinking, and excellent communication.

Qualifications

• 5+ years in service design or related field with proven impact on customer journeys.
• Experience with digital products and services is required.
• Strong design thinking, research, workshops, and problem-solving skills.
• Excellent verbal, written, and visual communication abilities.
• Demonstrated people management or team leadership experience.
• Ability to collaborate with designers, engineers, product owners, and leaders.
• Experience influencing decisions across multiple organizational levels.

Responsibilities

• Collaborate with business unit stakeholders to identify challenges and develop customer-focused solutions.
• Champion the voice of the customer by applying customer insights and design thinking to create intuitive experiences.
• Partner with Product Managers and cross-functional teams to define experience strategies and design initiatives.
• Develop visual concepts, customer journeys, wireframes, and interactive prototypes to validate ideas.
• Create and maintain design documentation and visualizations to support communication and development.
• Simplify complex processes and data through clear visual representations.
• Promote service design best practices across the organization and drive cross-functional collaboration.

Skills

Design Thinking

Customer research

Workshop facilitation

Stakeholder management

Cross-functional collaboration

Leadership

Job description

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.

With Metrobank, a meaningful life is within your reach!

The Lead, Service Designer is responsible for creating customer-centric products, services, and experiences that deliver meaningful value and exceptional user satisfaction. This role leverages customer insights, research, and industry best practices to identify opportunities, solve business challenges, and design innovative service experiences. The Service Designer works closely with stakeholders, Product Managers, designers, engineers, and business teams to translate customer needs and business objectives into effective solutions. Through compelling visualizations, prototypes, and design artifacts, the role helps build alignment, secure stakeholder buy-in, and drive collaboration across teams to successfully deliver and continuously improve customer experiences.

Key Responsibilities

• Collaborate with business unit stakeholders to identify challenges and develop customer-focused solutions.
• Champion the voice of the customer by applying customer insights, design thinking, and agile methodologies to create relevant, intuitive, and engaging experiences.
• Partner with Product Managers and cross-functional teams to define and drive experience strategies and product design initiatives.
• Develop visual concepts, customer journeys, wireframes, and interactive prototypes to validate ideas through experimentation, user testing, and iterative improvements.
• Create and maintain design documentation, artifacts, and visualizations that support communication, collaboration, and development across teams.
• Simplify complex processes, data, and relationships through clear and effective visual representations.
• Promote and embed service design best practices across the organization, serving as a change agent for customer-centric innovation.
• Perform other related duties as assigned.

Qualifications

• At least 5 years above of experience in service design, customer experience design, or a related field, with proven success in improving customer journeys and services.
• Experience working with digital products and services is required.
• Strong expertise in Design Thinking, customer research, workshop facilitation, and problem-solving methodologies.
• Excellent verbal, written, presentation, and visual communication skills.
• Demonstrated people management or team leadership experience, including mentoring, coaching, and guiding cross-functional teams to achieve project and business objectives.
• Proven ability to collaborate effectively with designers, engineers, product owners, process owners, and business leaders.
• Experience managing stakeholders and influencing decisions across multiple levels of the organization.