Service Design Manager

Location: Ho Chi Minh City, Vietnam

Workplace Type: Offsite

About the Role

Are you passionate about creating exceptional customer experiences? Do you aspire to design service journeys that truly meet the needs of corporate clients? ACB is seeking a Service Design Manager to collaborate in building modern, seamless, and customer-centric banking experiences for the strategic MMLC segment. This role is pivotal in shaping how our corporate clients interact with our banking services, ensuring every touchpoint is optimized for satisfaction and efficiency. You will be instrumental in driving innovation and transforming the banking landscape by placing the customer at the heart of our service design strategy.

Key Responsibilities

• Co-design Customer Journeys with Product Owners (PO) and Business Analysts (BA) for target customer segments.
• Develop specialized journeys for each sub-sector and optimize the end-to-end customer experience.
• Construct Service Blueprints/Service Models to clarify frontstage & backstage touchpoints, operational processes, and supporting service capabilities and systems.
• Analyze factors influencing customer experience at each touchpoint.
• Propose improvements to products, services, and processes to enhance the MMLC customer experience, optimize operational efficiency, and reduce customer pain points.
• Develop a service quality measurement system for each segment.
• Monitor operational performance and drive continuous improvement based on customer experience data.
• Collaborate with Product, Transformation, and Operations teams on key transformation projects.

Required Skills & Qualifications

• Minimum of 5 years of experience in service design/customer experience design for corporate or retail segments.
• In-depth understanding of products and services for corporate clients, particularly the MMLC segment.
• Proven experience in building Customer Journeys, Service Blueprints, and Service Operational Models.
• Strong customer-centric mindset with excellent analytical and experience improvement skills.
• Effective facilitation, workshop leadership, and cross-departmental collaboration skills.
• Proficiency in service design methodologies and tools.
• Ability to translate customer insights into actionable design recommendations.
• Excellent communication and presentation skills, with the ability to articulate design concepts to various stakeholders.
• A Bachelor's degree in Design, Business, Marketing, or a related field is preferred.

Additional Information

This is an exciting opportunity to directly shape service experiences for strategic customer segments. You will work alongside talented Product, Transformation, and Operations teams on critical projects. ACB offers a dynamic, innovative environment that values creativity and distinct thinking. We provide competitive compensation, bonuses, and benefits packages commensurate with your skills and contributions. If you are driven to create truly valuable service experiences for customers, join ACB and help us design the future of banking.