Service Design Lead: Craft Exceptional Customer Journeys

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

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.