Service Designer

Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.

As a Service Designer at Safaricom, you will be instrumental in creating and orchestrating comprehensive, end-to-end services that span all customer touchpoints and internal operations, ensuring a cohesive customer journey. This involves designing intuitive, seamless services to boost customer engagement and improve overall experience, aligning with the company's human-centred design standards. Specifically within Financial Services, the role focuses on unifying experiences across diverse channels like M-PESA apps, USSD, call centres, and retail systems, enabling smooth customer transitions without loss of context. The position involves enhancing service functionality through improvements in processes, channels, operations, and technology, extending beyond just the user interface. You will engage in the entire design lifecycle, from discovery and design to validation, measurement, and continuous improvement, integrating design early into product development.

1. Design comprehensive end-to-end services, including current and future state customer journeys across digital and offline channels, and develop service blueprints mapping customer interactions, frontstage experiences, and supporting backstage operations.
2. Base design decisions on evidence by utilizing user research, service audits, and both qualitative and quantitative data to understand customer needs, identify pain points, and refine designs.
3. Validate service concepts through prototyping and testing with real users to identify issues early and iterate designs before full-scale implementation.
4. Establish and interpret journey-level experience metrics (e.g., jNPS, CES), translating insights into actionable improvements that are tracked and owned.
5. Collaborate effectively with Product & UI/UX designers, customer journey specialists, researchers, product managers, engineers, operations, and partner teams to align service and technical design, influencing stakeholders with clear, evidence-based communication.
6. Adhere to Service Design standards and playbooks, contributing to high-quality practice and documenting each project as a case study.
7. Advocate for human-centred and inclusive design principles to ensure services are accessible and effective for all customers, including underserved populations.

1. Hold a degree in design, human-centred design, business, technology, social sciences, or a related field, or possess equivalent practical experience.
2. Demonstrate experience in service design or a closely related field such as UX/UI design, customer journey mapping, design research, systems design, business design, product management, or operations, with a clear trajectory towards end-to-end service design.
3. Provide a portfolio showcasing design thinking and problem-solving abilities, ideally featuring end-to-end service design work like journey maps and service blueprints, along with evidence of customer or business impact.
4. Proven experience in creating user experience deliverables, including journey maps, service blueprints, user flows, wireframes, or prototypes.
5. Experience collaborating effectively across multiple channels and within cross-functional or multidisciplinary teams.
6. Possess a strong working understanding of human-centred design, design thinking methodologies, and principles of inclusive and accessible design.