Service Designer

What we’re looking for;

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below

Reporting to the Service Design Chapter Financial Services Lead, the role purpose is as highlighted below;

Service Design at Safaricom is the practice of designing and orchestrating the whole service end to end, across every channel and the frontstage experience and backstage operations that deliver it, so the customer's journey works as one. The Service Designer designs friction-free, end-to-end services that drive customer uptake and lift experience, working to the human-centred design standard the business builds within, and connecting the specialist crafts around the customer rather than the organisation's own structure.
In Financial Services, this means designing services that work as one seamless, consistent experience across every channel, the M-PESA apps and portals, USSD, call centres, agents, retail and partner systems, so a customer can move between channels without friction or losing context, and owning the seams between them where experiences most often break. The role changes and improves how a service works, which can involve changes across processes, channels, operations and technology, not only the interface a customer sees. The Service Designer works across the full design lifecycle, Discover, Design, Validate, Measure and Improve, embedding design early in the product development process rather than being called in to repair services after they launch.