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**
- 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-
- 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