Service Designer

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Service Designers work within product, service, and experience teams to solve customer experience challenges end-to-end, across journeys, channels, and organisational systems.

They apply service design thinking to:

• Understand customer behaviour and needs
• Design seamless, connected service experiences
• Align people, processes, and technology to deliver value

Service Designers:

• Move beyond individual touchpoints to design complete service ecosystems
• Shape how services work both frontstage (customer experience) and backstage (operations, systems, teams)
• Actively contribute to defining the structure, approach, and delivery of service solutions

A successful Service Designer:

• Is a systems thinker and customer advocate
• Has a strong ability to translate insight into practical, implementable service improvements
• Delivers holistic, scalable, customer-centric service experiences

Key Accountabilities

Problem Solving & Service Design Execution

• Apply service design methods to define and solve end-to-end experience challenges
• Map and analyse:
  • Customer journeys
  • Service ecosystems
  • Cross-channel interactions
• Conduct research (qualitative + quantitative) to understand:
  • Customer needs, pain points, behaviours
• Co-create solutions with:
  • Product, UX, CX, Operations, and business stakeholders
• Translate insights into:
  • Service concepts
  • Service blueprints
  • Journey improvements
• Design services that are:
  • Customer-centric
  • Operationally feasible
  • Scalable

Designing High-Quality End-to-End Services

• Create integrated service experiences across:
  • Digital (apps, web)
  • Human (branch, call centre)
  • Operational processes
• Design and iterate:
  • Service blueprints
  • Journey maps
  • Ecosystem maps
• Ensure alignment between:
  • Customer experience
  • Business processes
  • Technology capabilities
• Use data and insights (customer feedback, analytics, research) to:
  • Continuously refine service performance
• Maintain consistency with Absa design standards and brand experience

Enabling Service Thinking Across Teams

• Advocate for:
  • Service design principles
  • Systems thinking
  • Customer-centricity
• Facilitate:
  • Workshops

Building Service Design Capability

• Continuously develop service design expertise by actively seeking feedback, deepening systems thinking capability, and staying informed on emerging service design practices, trends, and methodologies.
• Contribute to building service design maturity across the team and organisation by sharing insights, case studies, and practical examples of end-to-end service improvements and impact.
• Proactively research and share global service design standards, frameworks, and best practices, enabling the team to design more connected, scalable, and customer-centric service experiences.

Education

Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised