Permanant Service Designer | Absa Vacancies
Job Description
Absa Vacancies – Service Designer
Job Type: Full Time
Company: Absa Group
The Service Designer role focuses on shaping end-to-end customer experiences across products, services, channels, and internal systems. The Service Designer applies human-centred and systems thinking approaches to understand customer needs, improve service journeys, and align people, processes, and technology to deliver seamless, value-driven experiences.
Role Overview
As a Service Designer, you will work within cross-functional teams including product, UX, CX, operations, and technology to design and improve integrated service experiences. You will move beyond individual touchpoints to design complete service ecosystems that are scalable, efficient, and customer-centric across digital and physical channels.
Key Responsibilities
Problem Solving and Service Design Execution
- Apply service design methodologies to define and solve end-to-end experience challenges
- Map and analyse customer journeys, service ecosystems, and cross-channel interactions
- Conduct qualitative and quantitative research to understand customer needs, behaviours, and pain points
- Co-create solutions with product, UX, CX, operations, and business stakeholders
- Translate insights into service concepts, journey improvements, and service blueprints
- Design solutions that are customer-centric, operationally feasible, and scalable
End-to-End Service Experience Design
- Design integrated service experiences across digital platforms, human channels, and operational processes
- Develop and iterate service blueprints, journey maps, and ecosystem maps
- Ensure alignment between customer experience, business processes, and technology capabilities
- Use customer feedback, analytics, and research insights to continuously improve service performance
- Maintain consistency with design standards and brand experience guidelines
Service Thinking and Collaboration
- Advocate for service design principles, systems thinking, and customer-centric design approaches
- Facilitate workshops and co-creation sessions with cross-functional teams
- Support alignment between business, technology, and customer experience teams
- Promote a culture of continuous improvement and design-led thinking
Capability Building and Knowledge Sharing
- Develop service design expertise through continuous learning and feedback
- Share insights, case studies, and best practices to strengthen organisational capability
- Research and apply global service design frameworks and emerging methodologies
- Contribute to building maturity in end-to-end service design practices across teams
Required Qualifications
- Bachelor’s Degree or Advanced Diploma in Physical, Mathematical, Computer, or Life Sciences
Skills and Competencies
- Strong systems thinking and problem-solving ability
- Excellent understanding of user-centred design and service design principles
- Ability to translate research insights into practical service improvements
- Strong facilitation and collaboration skills
- Experience with journey mapping, service blueprinting, and ecosystem design
- Strong analytical and conceptual thinking skills
- Excellent communication and stakeholder engagement ability
- Ability to work across multidisciplinary teams in a dynamic environment
This organisation is an equal opportunity employer committed to diversity and inclusion in accordance with applicable employment equity legislation and reserves the right not to make an appointment to the advertised position.
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