Description Old Mutual Limited (OML) is looking for a Service Design Practitioner who will execute within the service design capability using the required methods that will help inform and execute the Digital Strategy from a customer perspective. This involves the support of Customer research as well as the adherence to the relevant standards, methods and frameworks established as part of the capability. The incumbent will have a customer first mindset and will be grounded in system-centered mentality as a way of conceiving change within our business. A deep understanding of customer research, knowledge gathering, experience measurement, working with the User Experience Design teams for concept visualization and prototyping is required. The translation of service design methods and approach into developed products and models are baseline for this role. Individuals in this role are expected to continuously engage and align with key digital stakeholders such as product management, Analytics, Design, Finance, Technology, and operations.Work with Products Owners, Ecommerce, Digital Analytics, Digital Marketing and Digital Operations to ensure product design principles and decisions are always customer Led, supported with relevant empirical data.Work with product owners and technical leads to scope experience requirements to help develop product roadmaps based on customer data and service design principles. Implement the relevant methodology through coordination and communication within different delivery teams.Coaching to ensure the adherence to customer centric principles through relevant methods. Ensure that User experience leverage the measurement framework (leading and lagging measures of success) for Old Mutual Limited digital touchpoints and that the analysis of performance is driven by the right Systems principles and continuous improvements.Track and monitor the maturity through the adoption of customer led principles, ensuring milestones are met, and internal and external delivery commitments are met within the different programmes.Ensure that all decisions are data led through regular customer data discovery exercises (get knowledge) continuous testing through relevant POCs (proof of concepts) and Labs, continuous customer research and insights and the application of key customer data analysis techniques.Influence change and business decisions through customer data working with other partners in the value chain. Continuously work with customers to understand their demands in order "to build the right things and build the right things right". Considering system conditions that inhibit the achievement of the envisioned customer experience.Work with product owners across the Digital business to understand market needs and products vision; work with teams to quickly translate that vision into solutions people, process and technology informed by empirical data. Demonstrate a strong understanding of Systems Thinking, Agile / Lean methodologies and the structures and processes required for continuous discovery and understanding of customer.Plan and lead team engagements with key stakeholders to frame problems, appropriately prioritize and scope efforts, receive, and respond to feedback, with the goal of releasing high-quality solutions that truly solve customers' problems.Ensure continuous discovery/understand for an effective continuous delivery building time into roadmaps for the teams to conduct adequate customer research to understand needs. Ensure that user testing of various kinds (formative and summative usability testing, AB testing, surveys, POCs, Labs etc.) form the basis of approval. Maintain reusable Service Design concepts and principles that allow for consistency, embedding quality and efficiency within the development lifecycle of digital products.Personal EffectivenessSkillsEducationClosing Date16 April 2024
