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 Capable of translating insight into practical, implementable service improvements Delivering holistic, scalable, customer‑centric service experiences Key Accountabilities Apply service design methods to define and solve end‑to‑end experience challenges Map and analyse customer journeys, service ecosystems, and cross‑channel interactions Conduct qualitative and quantitative research to understand customer needs, pain points, and behaviours Co‑create solutions with product, UX, CX, operations, and business stakeholders Translate insights into service concepts, service blueprints, and journey improvements Design services that are customer‑centric, operationally feasible, and scalable Design high‑quality end‑to‑end services and create integrated experiences across digital (apps, web), human (branch, call centre), and operational processes Design and iterate service blueprints, journey maps, and ecosystem maps Ensure alignment between customer experience, business processes, and technology capabilities Use data and insights to continuously refine service performance Maintain consistency with Absa design standards and brand experience Enable service thinking across teams and advocate for service design principles, systems thinking, and customer‑centricity Facilitate workshops to build service design capability Continuously develop service design expertise by seeking feedback, deepening systems thinking capability, and staying informed on emerging practices, trends, and methodologies Contribute to building service design maturity 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 Education Bachelor’s Degrees and Advanced Diplomas: Physical, Mathematical, Computer, and Life Sciences (Required) Equal Opportunity Statement 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. #J-18808-Ljbffr