Service Design Specialist

Grade: L1

Application Deadline: 22nd January 2019

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our Team & You 
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 55 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. 
 
What the first 30-60-90 days in the job will look like?

Within 30 days you will: 
- Attend and graduate from our company-wide on boarding process along with a detailed orientation program where you will learn about Jazz’s core values, business and products.
- Meet the relevant stakeholders concerning your team.
- Develop understanding of your division, function, its structure and your role.
- Develop understanding of the customer touch points & experience.

Within 60 days, you will: 
- Establish good relationship with relevant stakeholders both internal & external.
- Analyze existing business trends to look for possible opportunity areas.
- Map customer existing journeys with internal and external customers.
- Start applying service design principles to exploratory initiatives within the organization.
- Put together a framework for Service Design projects.

Within 90 days to on wards you will: 
- Conduct workshops with stakeholders to generate hypothesis .
- Do customer and market research to evaluate hypothesis and analyze customer needs.
- Formulate insights & build customer Personas.
- Conduct ideation sessions supported by story boards and wire frames.
- Re-design Customer journeys to create wow experiences.
- Apply rapid prototyping techniques to gather quick feedback on designs.
- Follow up on developments that have come out as an outcome of the HCD techniques.
- Perform statistical analysis of implementations (increased utilization, recall, time spent on IVR etc.) and their contribution to the incremental revenue.

A Bit About You:
We are looking for someone who is passionate about Service design and loves solving complex problems by creating a balance between desirability, viability and feasibility. You should have excellent ability to look beyond the obvious, get to the What and Why (clear problem definition) from a customer’s perspective before jumping to designing solutions. Empathy, high emotional quotient, keen sense of observation and ability to process variety of points of views and possibilities, are qualities that you must have. You should be familiar with all service design tools & techniques and should be extremely comfortable conducting customer and market research in both urban and rural areas across the country.
 
A Bit About Us:
At Jazz, we are rapidly scaling our ability to live our value of being customer obsessed. We are focusing on building effortless, intuitive and reliable experience for our customers at the conception/design stage of products and services by anticipating our customer needs and possible pain points. 
 
The structure of the team you will join is: 
· A  member team (including the department head) with sub teams.
·  You will be part of a member sub-team reporting to a manager.

The main priorities of the team as a whole are: 
- Develop and build the customer experience design portfolio.
- Align focus of multiple stakeholders & the team toward a unified end-to-end experience for the customer, bringing together strategy and execution.
- Build enabling processes to deliver the desired customer experiences consistently and reliably.

With which other stakeholders the successful candidate will work with functional/regional/ within the team. What would be the result of those interactions if we assume 100% collaboration? 
- Ability to build strong relationships with External Teams,especially academics/startups working in the area of experience design.
- Ability to Crowd source ideas and solutions. 
- Ability to build strong relationships with Internal Teams.
 
Must have past experiences the best candidate should have:
- Bachelor’s degree in industrial design or relevant domain
- Customer Experience Journey
- Design thinking
 
Must have technologies the candidate should have:
- Adobe Photoshop
- Adobe Illustrator
- User-centered design (UCD), user research, user testing, A/B testing, rapid prototyping, usability and accessibility
 
Essential skills must have:  
- Stakeholder Management
- Customer Centric
- Analytical & Presentation Skills
 
 


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