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Service Design Lead

Posted: 10 Oct 2021 Closes: 9 Nov 2021
Hong Kong Office Competitive
Permanent & Full-time 1716375799

About the opportunity

Department Description

The Service Design Team sits within the Global Innovation Group. The SD team serves the global business through:

-Consulting: using service design and design thinking tools and methods to support business teams tackle important problems, typically moving from discovery, through to define then development activities.

-Coaching: working alongside teams and / or individuals, to help them develop skills and use SD tools and methods. Typically, to enable teams to become self-sufficient in adoption and usage of key tools and approaches.

-Training: designing and delivering training modules, to enable individuals and teams to learn about service design and design thinking, and to use relevant tools and develop skills.

The SD team comprises: 2 in UK; 1 in India; 1 in China; 0.5 in Japan

Purpose of the Role

As Service Design Lead in our Hong Kong business, this role will primarily serve the local business and APAC generally, as a service designer, facilitating workshops and providing service design consulting to the business.

The successful candidate will need to build strong relationships across the APAC region, promoting the use of design thinking and service design to solve customer and business problems and partnering closely with our Digital User Experience Studios and global digital team members.

Key Responsibilities

  • Provide service design consulting leadership and support for business team change / transformation projects, deploying the FIL service design approach, to drive better business outcomes
  • Facilitating sessions for business teams, usually as part of our consulting service, but additionally, being an expert facilitator able to support other engagements such as conferences and events or one-off senior sessions, for example Strategy reviews (virtual and in-person)
  • Acts as an advocate for the Service Design Team across the HK (and other APAC) businesses and maintains strong relationships to identify opportunities for servive design consulting, and other support (training and coaching).
  • Support and drive the adoption of Service Design across the local businesses, therefore in addition to consulting, provide ongoing coaching and training, in design thinking and service design tools and methodologies
  • Provide a key interface with multiple teams such as Propositions, Distribution, Digital, Client Services, Operations and Technology
  • Propose initiatives to improve digital touchpoints based on collection of data and results from both qualitative and quantitative research

Key Internal Interfaces:

  • Head of Service Design - direct reporting line
  • Other Service Designers in the team, especially our Service Designer in China.
  • Business stakeholders: for consulting engagements in HK. Some will be specific to the region, others global.
  • Digital teams and Digital Experience Studios (China, India) for delivery of work and / or participation in service design consulting projects.

Experience and Qualifications Required:

  • Established track record (3-5 years) in Service Design, Innovation and Customer Experience Design
  • Strong creative intuition, user of creative techniques and conceptual thinking, whilst also having an analytical mindset to work out organisational and business implications
  • Excellent communication, stakeholder management and leadership skills, with a proven track record of influencing and motivating and proactively managing expectations
  • Experience in leading, supporting and managing cross-functional business teams through a service design process, to drive change for the business to: optimise performance, generate cost savings and improvements whilst delivering employee and customer benefits
  • Demonstrable experience in: in-depth contextual research, quantitative research, journey mapping, persona building, hosting creative sessions, service prototyping
  • Demonstrable experience of designing service design projects, responding to briefs from senior internal stakeholders
  • Knowledge of financial services industry
  • Skilled in using remote technologies (notably MURAL and ZOOM) for facilitation as well as best practice tools and techniques in (remote) facilitation (and transferable skills, for some in-office face to face facilitation, as required)
  • Mandarin Chinese speaker

About you

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 countries and with $739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond. Data as at 31 March 2021. Read more at

Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.
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