Service Designer

ACG_3666_JOB Our client is looking for a talented candidate to support service designer, including: 1. Position Overview We are seeking a Senior Service Designer to join a large-scale retail banking transformation program delivered for a major Vietnamese bank in partnership with a leading consulting firm. The role designs end-to-end service experiences for retail lending products, spanning secured products (Mortgage, Business Loan) and unsecured products (Personal Loan, Overdraft, Credit Card). Embedded in the Customer Journey workstream and working onsite alongside the consulting partner and the Client's teams, the Service Designer turns customer needs and business goals into seamless, high-touch and high-tech journeys, delivered through an Agile, squad-based model focused on MVP journeys with measurable commercial impact. Beyond journey and interface design, the role also translates future-state journeys into practical business change, working with Product, Risk, Operations, and the CRM/Data teams to identify the operating-model, process, and system implications needed to make each journey work end to end. 2. Key Responsibilities 2.1 Service Design & Journey Mapping • Design end-to-end service experiences and customer journeys for secured and unsecured retail lending products. • Build service blueprints that connect front-stage customer interactions with back-stage processes, systems, and people. • Map current-state and future-state journeys across digital and assisted (RM and branch) channels. 2.2 Customer Research & Insight • Plan and run qualitative and quantitative research to uncover customer needs, pain points, and opportunities. • Develop personas, journey maps, and insight artefacts that align teams around the customer. • Validate concepts through usability testing and iterative feedback loops. 2.3 Solution & Prototype Design • Translate insights into service concepts, prototypes, and MVP designs for prioritized journeys. • Partner with UI/UX designers, business analysts, and the Product Owner to move from concept to build. • Ensure designs reflect retail lending mechanics and the Client's risk and regulatory requirements. 2.4 Cross-functional Collaboration & Delivery • Work within an Agile squad to deliver designs through a build, test, and iterate cycle. • Facilitate co-design workshops with business, technology, and the consulting partner. • Align with the Client's product, risk, and operations teams to ensure feasibility and adoption. Key deliverables for this role include: • Customer journey maps and service blueprints for prioritized journeys. • Personas and validated customer insight artefacts. • MVP journey definitions and an opportunity backlog for future iterations. • Business requirement inputs to support build and implementation. Requirements 3.1 Experience & Education • Minimum 6 years in service design, CX design, or product design, including senior or lead-level ownership of design outcomes. • Demonstrated experience designing journeys for Banking, Financial Services, or fintech products. • Direct experience with retail lending products (mortgage, consumer loan, credit card, overdraft) is strongly preferred. • Bachelor's degree or above in Design, Human-Computer Interaction, Business, or a related field. 3.2 Technical Skills • Mastery of service design methods: service blueprinting, journey mapping, and design thinking. • Proficiency with design and collaboration tools (Figma, Miro, Adobe XD or equivalent). • Strong research and prototyping skills, including usability testing and experimentation. • Solid understanding of retail lending product mechanics and end-to-end origination flows. 3.3 Soft Skills • Strong storytelling: able to present design rationale clearly to non-technical and senior stakeholders. • Confident facilitation of workshops and co-design sessions across business and technology. • Business-oriented mindset, connecting design work to commercial and customer value. • Good English communication (working directly with the consulting partner). 4. Nice to Have • Experience designing credit or lending products end-to-end. • Awareness of consumer lending regulations and data privacy (PDPL) requirements in Vietnam. • Experience working with consulting firms or in onsite / body-leased delivery models. • Exposure to modern AI / LLM-enabled design and research tooling. Benefits • Competitive compensation package commensurate with a Senior Service Designer profile. • 13th-month salary plus performance-based bonus. • Full statutory insurance (social, health, unemployment) per Vietnamese labor law. • Opportunity to work on a flagship transformation program with a leading global consulting partner and a tier-1 Vietnamese bank. • Hands-on ownership of end-to-end service design for retail lending journeys within a flagship transformation program. • Professional growth through exposure to Agile, consulting-grade delivery standards. • A collaborative, high-performance, and supportive working environment.