Lead Service Designer

Job ID: 39987

Location: Singapore, SG

Area of interest: Corporate & Commercial Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 18 Sept 2025

Job Summary

• We are seeking a talented and driven Service Designer to join our Corporate Banking Customer Experience (CX) team. The ideal candidate will have a strong understanding of corporate banking, particularly around platforms, entailing message centre, notifications, information architecture, and experience working on client-facing projects within financial institutions or fintechs.

• As a collaborative team player, you will work closely with distributed international teams to create innovative solutions and enhance user experiences. Additionally, you will support ideation sessions and innovation workshops to drive creative thinking and problem-solving. If you're passionate about solving complex problems to deliver exceptional digital experiences in the financial sector, we'd love to hear from you.

Strategy

• Create the vision for a standout user experience across your products & services.
• Drive the realisation with the larger design team, business and tech.
• You use Service blueprints to express your vision and seek alignment and deliver the final flows.
• Adhere to, support, and advocate bank standards for tools and methodologies.
• You will be a close and trusted partner to the product owner, business owner and tech lead to understand their needs, goals and what makes a difference to them.
• You will use your knowledge, skills, and a design process to help PO, BO, and Tech leads collaborate to create standout services. From defining problem statements to running workshops.
• You are able to articulate the business impacts of your designs.
• You are able to structure the work and the project.
• You frequently engage with our research, analytics and value capture teams to understand pain points and opportunities to improve the experience.
• You will use your entrepreneurial spirit and ability to be hands-on. Drive, grit and the ability to evangelise the significance of Service Design is an important skill for any senior team member to affect the change we're after.

Business

• Our team services the entire Corporate and Institutional Banking domain. This includes corporate banking and trading platforms, API developer platforms, and internal employee productivity tools and services. Your focus will be on Front line services. This means services to help our front line teams to be productive when interacting with customers.

Key Responsibilities

Processes

• You need to be familiar with the concepts of service design, service libraries, UX best practices, and CX fundamentals. You must be able to structure your time and be capable of taking the initiative. You have exceptional written and verbal communication skills, as well as a strong sense of empathy for our audience who utilize our products to drive their businesses. You're also a meticulous note taker with keen attention to detail.

• You're a team player and coordinate with others to get things done. You're open to sharing and giving feedback, and are quick to help where needed. You're also familiar and comfortable working within constraints, and ready to learn about and practice what's required when working in a regulated environment.

People & Talent

• Maintain and evolve your capabilities

• Quickly learn and adapt to new situations.

• Have a desire to learn and grow.

Risk Management

• Our team is responsible for delivering quality product and service design, meant to enable colleagues and clients to perform their work efficiently and effectively. In doing so, we must be careful with data management and play our part in ensuring we protect it and that our designs take this into consideration. Risk management is interwoven in our design activities and you will need to ensure that risk is always a consideration throughout your design process all the way to delivery.

Governance

• Our team contributes the Design Community of Practice and the Bank's central design system, we inform design governance decisions in the Bank. As part of our responsibility, we must oversee and contribute to areas such as career progression, mentorship, tooling, support, and more. It will be your responsibility to support and participate in these activities when and if the opportunities arise. Our focus is on advocating for design and engineering best practices and excellence.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Product Owners
• Technology Owners
• CX Design team
• ED Service Design
• Wider Bank design community

Our Ideal Candidate

• Experience driving projects from initiation to delivery, defining the business value gained with the program and utilising this with stakeholders for buy-in.
• 8+ years of experience in service design.
• Experience working at financial institutions, including fintechs, would be desirable.
• Education equivalent to a BS in library/information science, human/computer interaction, web development, computer science, graphic arts/digital design, psychology, business, or other equivalent discipline.
• You have an understanding of human centred design methodologies and usability testing.
• Working knowledge of enterprise project methodology, and capable of working with IT to manage business and technical requirements for documentation.
• You also understand global diversity and the ability to advise on solutions that suit all.
• You have the ability and desire to keep challenging yourself and others with entrepreneurial attitude and passion for observing human behaviour, identifying team biases and surfacing these with grit.
• You work smart, are flexible and skilled in establishing practical processes.
• Familiarity with Information architecture and interaction design.
• Experience in Agile and/or LEAN projects.
• Good stakeholder management and influencing skills.
• Strong communication skills.
• Expert level capability in Figma.
• Strong working knowledge of Microsoft Office.
• You love to take ownership, see your projects through to launch and keep an eye on them afterwards, always on the lookout for improvement.

Role Specific Technical Competencies

• Strong influencing and communication skills – oral, written and presentation
• Strong understanding of Service Design
• Knowledge of corporate banking concepts
• Ability to collaborate with engineers to help and guide them in translating design to code
• Ability to translate UI design into interactive prototypes

Qualifications

• IC Agile or SCRUM certification would be desirable

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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