Journey Design Specialist

I. Job Responsibilities

• Design future-state customer, employee and merchant journeys across acquisition, issuance, activation and engage domains
• Map current-state journeys, exception paths, handoffs, drop-off points, operational dependencies and manual work
• Translate customer needs, business objectives and Voice-of-Customer insights into journey flows, service blueprints, wireframes, prototypes and design requirements
• Design simplified forms, screens, communications, servicing flows and interactions that reduce effort and improve conversion
• Conduct usability testing and prototype validation with customers and frontline users before development
• Define journey standards, experience principles and omnichannel consistency across digital, branch, RM, contact center and partner touchpoints
• Convert journey pain points into backlog items, user stories, acceptance criteria and design handoff packages with Product Leads and Business/Data Analysts
• Monitor journey performance and continuously refine journeys using customer feedback, NPS, usability findings, drop-off analysis and operational data

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II. Measurement Indicators

• Journey performance: journey completion rate, application conversion rate, drop-off reduction, time-to-complete journey and digital adoption rate
• Design quality: usability success rate or defects, accessibility issues, design-to-build rework and prototype validation rate
• Delivery support: journey map coverage, backlog conversion from journey pain points and design handoff quality
• Customer satisfaction: NPS improvement and Customer Effort Score

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III. Key Qualifications and Experience

1. Education

• Minimum: Bachelor's Degree in Service Design, UX/UI Design, Human-Computer Interaction, Business, Marketing, Psychology or a related field
• Preferred: Master's Degree in Design, Service Design, Human-Computer Interaction or Digital Product Design; UX, service design or design thinking certification preferred

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2. Experience

• 5–8 years in customer journey design, service design, UX design or digital product design, preferably in banking, cards, payments or financial services
• Over 3 years designing omnichannel journeys across digital, branch, RM, call center, operations and partner touchpoints
• Experience conducting customer research, usability testing, journey mapping, service blueprinting, wireframing and prototype validation

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3. Skillsets

• Strong knowledge of journey design map, service blueprint, usability testing, interaction design, content design and accessibility
• Practical understanding of CASA, payment, transfer and debit card journeys, including acquisition, application, KYC, approval, issuance, activation, transaction, rewards and servicing
• Ability to convert pain points into target flows, backlog items, user stories and acceptance criteria with Product Owner and Business/Data Analyst
• Skilled in designing for omnichannel consistency across branch, RM, digital, partner, notification, statement and rewards touchpoints
• Strong visual communication and stakeholder facilitation skills to align business, operations and technology teams

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IV. Attributes

• Strategic mindset: balance journey simplification and experience quality with delivery practicality and platform priorities
• Customer focus: understand customer needs and pain points and translate insight to design simple, relevant and personalized journeys
• Stakeholder balance: build trusted relationships across CX, Product, Risk, Compliance, Technology, Operations, Channels, partners and regulators to align decisions and resolve trade-offs
• Drive results: translate journey insights into usable flows, clear backlog items and measurable customer experience improvement
• Collaborate: collaborate across functions to turn pain points into validated designs that can be delivered effectively

 

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If you receive any suspicious communication claiming to be from Manpower, please report it immediately to: [email protected]

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