Service designer, multi-channel & self-service journeys

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Project Name: Integrated Channels: Right Channeling

Right Channeling (Purpose)

Support the service design of a cross-channel Right Channelling initiative, focused on moving customer journeys and functionality to the most appropriate channel.

The goal is to reduce reliance on frontline servicing by enabling customers to complete tasks through self-service channels such as the banking app, online banking, self-service terminals and other digital touchpoints.

Working within an agreed strategic approach, you’ll help shape channel decisions while supporting Product Owners to define, plan and drive the work forward.

Job Description / Responsibilities What you’ll do Understand current customer journeys, servicing activities, backend processes and channel interactions across the business. Identify customer and colleague pain points, opportunities...

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