Service Design Manager

📍 Job Overview

Job Title: Service Design Manager

Company: Qode

Location: Ho Chi Minh City, Vietnam

Job Type: Full-Time

Category: Service Design / Customer Experience Operations

Date Posted: 2026-08-27

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Lead the design and optimization of customer journeys and service blueprints for corporate banking clients, focusing on the MMLC segment.

• Drive a customer-centric approach to service delivery, ensuring seamless and efficient client interactions across all touchpoints.

• Collaborate with Product Owners, Business Analysts, and cross-functional teams to translate customer insights into actionable service improvements.

• Develop and implement service quality measurement systems to monitor operational performance and continuously enhance client satisfaction.

• Champion innovative service design strategies to transform the banking landscape and meet the evolving needs of corporate clients.

📝 Enhancement Note: This role bridges the gap between customer experience strategy and operational execution. While the title is "Service Design Manager," the core responsibilities align with a specialized role within a larger operations or transformation function, focusing on the strategic design and continuous improvement of service delivery for a specific, high-value client segment (MMLC). The emphasis on "co-design" and "collaboration" suggests a hands-on, influential position rather than purely managerial.

📈 Primary Responsibilities

• Co-design detailed customer journeys and service blueprints in collaboration with Product Owners (PO) and Business Analysts (BA) for target corporate client segments, specifically the MMLC segment.

• Develop and optimize end-to-end customer experiences by creating specialized journeys tailored to each sub-sector within the MMLC segment.

• Construct comprehensive Service Blueprints/Service Models that clearly define frontstage and backstage touchpoints, operational processes, and supporting service capabilities and systems.

• Analyze all factors influencing customer experience at each touchpoint, identifying key drivers of satisfaction and potential friction points.

• Propose and champion improvements to products, services, and operational processes to enhance the MMLC customer experience, boost operational efficiency, and mitigate customer pain points.

• Develop and implement a robust service quality measurement system for each segment, ensuring data-driven insights into customer satisfaction and operational effectiveness.

• Monitor operational performance metrics related to service delivery, using customer experience data to drive continuous improvement initiatives and strategic adjustments.

• Collaborate closely with Product, Transformation, and Operations teams to ensure alignment and successful integration of service design initiatives within key transformation projects.

📝 Enhancement Note: The responsibilities emphasize a strong analytical and strategic approach, requiring the candidate to not only design but also measure and improve service delivery. The focus on "co-design" and "collaboration" indicates a need for strong interpersonal and influencing skills, as the manager will need to work effectively across different departments to implement changes.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Design, Business, Marketing, or a related field is preferred.

Experience: Minimum of 5 years of progressive experience in service design, customer experience (CX) design, or a similar role, with a focus on corporate or retail banking segments.

Required Skills:

• In-depth understanding of banking products and services tailored for corporate clients, with specific knowledge of the MMLC segment's needs.

• Proven track record in building and utilizing Customer Journeys, Service Blueprints, and Service Operational Models to drive service improvements.

• Strong customer-centric mindset, with exceptional analytical and problem-solving skills focused on experience enhancement.

• Proficient in facilitating workshops, leading design thinking sessions, and driving cross-departmental collaboration effectively.

• Expertise in various service design methodologies (e.g., Design Thinking, Lean Service Design) and relevant design tools.

• Ability to translate complex customer insights and data into clear, actionable design recommendations and strategic proposals.

• Excellent communication and presentation skills, with the ability to articulate design concepts, strategies, and findings to diverse stakeholders, including senior management. Preferred Skills:

• Experience with CRM systems and their role in customer journey mapping and service delivery.

• Familiarity with agile methodologies and their application in service design and product development.

• Knowledge of operational efficiency metrics and process optimization techniques within a financial services context.

• Experience in developing and implementing customer feedback mechanisms and service quality KPIs.

📝 Enhancement Note: The minimum experience requirement of 5 years, coupled with the need for specific MMLC segment knowledge, suggests this role is for an established professional. The emphasis on both design skills and analytical/operational capabilities indicates a need for a hybrid profile, capable of strategic thinking and practical execution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Documented examples of customer journey maps for corporate or complex client segments, clearly illustrating touchpoints, pain points, and opportunities.

• Detailed Service Blueprints or Service Models that showcase frontstage/backstage activities, operational processes, and system dependencies.

• Case studies demonstrating how service design initiatives led to measurable improvements in customer experience, operational efficiency, or cost reduction.

• Evidence of analytical work, including customer research synthesis, data interpretation, and the translation of insights into design solutions.

• Examples of workshop facilitation materials and outcomes, showcasing collaboration and co-creation with cross-functional teams. Process Documentation:

• Showcase the application of systematic processes for identifying customer needs and pain points through research and analysis.

• Provide examples of documented workflows for designing, iterating, and validating service improvements.

• Demonstrate understanding of how to integrate service design outputs into broader operational processes and transformation projects.

📝 Enhancement Note: A strong portfolio is crucial for this role, as it will serve as direct evidence of the candidate's ability to apply service design principles to real-world business challenges, particularly in a regulated environment like banking. The emphasis should be on demonstrating impact and a systematic approach.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Service Design Managers with 5-10 years of experience in a major Southeast Asian city like Ho Chi Minh City, and considering the specialized nature of the role within the banking sector, an estimated annual salary range would be between ₫700,000,000 to ₫1,200,000,000 VND. This range accounts for the required expertise, the strategic importance of the MMLC segment, and cost of living in Ho Chi Minh City.

Benefits:

• Competitive compensation package that acknowledges expertise and contribution.

• Performance-based bonuses, reflecting the company's commitment to rewarding success.

• Comprehensive benefits packages, likely including health insurance, paid time off, and professional development opportunities.

• Opportunities for continuous learning and exposure to cutting-edge banking technologies and customer experience strategies.

Working Hours: The standard full-time working hours are an estimated 40 hours per week, with potential for flexibility depending on project needs and team collaboration requirements.

📝 Enhancement Note: The salary range is an estimate based on typical compensation for mid-to-senior level design and operations roles in Vietnam, factoring in the specialized financial services industry and the strategic importance of the MMLC segment. Actual compensation will vary based on candidate experience, specific qualifications, and final negotiation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking and Financial Services, specifically focusing on corporate and strategic client segments (MMLC - likely referring to a specific segment like Multinational Corporations, Large Corporations, or similar). This industry demands a high degree of professionalism, security, and a commitment to customer trust.

Company Size: Qode is implied to be a significant financial institution (ACB is mentioned in the description, likely the parent company or a key division) with a dedicated focus on innovation and customer experience transformation. Large financial institutions typically have established structures but are increasingly embracing agile and design-thinking approaches.

Founded: While the founding date of Qode is not specified, the mention of "ACB" suggests a long-standing, established financial entity that is actively investing in modernizing its services.

Team Structure:

• The Service Design Manager will likely be part of a broader Transformation, Product Development, or Customer Experience division.

• This role involves close collaboration with Product Owners, Business Analysts, Operations teams, Transformation Project Managers, and potentially IT/Technology leads.

• Reporting lines are likely to a Head of Customer Experience, Head of Transformation, or a senior Product Lead, with a matrixed influence across various business units. Methodology:

• The company appears to be adopting a customer-centric design methodology, integrating principles of Design Thinking and Lean Service Design into its strategic initiatives.

• Data analysis and customer insights are emphasized as foundational for driving process and service improvements.

• A collaborative approach is key, with a focus on cross-functional teamwork to achieve transformation goals.

Company Website: Qode (or the parent entity, ACB) - https://jobs.workable.com/company/d9Gs4Q7pnWjZVXU2mK6CGd/jobs-at-qode (Note: This URL points to the company's careers page on Workable, not a direct company website, but provides company context.)

📝 Enhancement Note: The context of "ACB" and the "MMLC segment" strongly points towards a large, established Vietnamese bank. This means the environment will likely be structured, with a significant emphasis on regulatory compliance and risk management, alongside a push for digital transformation and enhanced customer experience.

📈 Career & Growth Analysis

Operations Career Level: This is a Mid-Senior level management role, requiring significant experience in service design and customer experience, specifically within the corporate banking domain. It's a position of influence, responsible for shaping strategy and driving implementation for a key client segment.

Reporting Structure: The Service Design Manager will likely report to a senior leader within a Customer Experience, Transformation, or Product Management department. They will work collaboratively with peers in Product, Operations, and Business Analysis, acting as a key influencer across these functions.

Operations Impact: The role has a direct and significant impact on customer acquisition, retention, and satisfaction for the crucial MMLC segment. By optimizing service journeys and operational processes, this role contributes directly to revenue growth, cost reduction through efficiency, and the overall competitive positioning of the bank.

Growth Opportunities:

• Specialization: Deepen expertise in corporate banking service design, potentially becoming a lead subject matter expert for the MMLC segment or other strategic client groups.

• Leadership: Progress into a Head of Service Design, Head of Customer Experience, or a Senior Manager role within the Transformation office, leading larger teams and initiatives.

• Cross-Functional Movement: Transition into senior Product Management, Transformation Lead, or Operations Strategy roles, leveraging a deep understanding of customer needs and operational capabilities.

• Skill Development: Opportunities to attend industry conferences, pursue advanced certifications in CX, service design, or digital transformation, and lead complex, high-impact projects.

📝 Enhancement Note: This role offers a clear path for professionals looking to specialize in financial services CX or move into broader operational and strategic leadership roles. The impact on a critical client segment within a large institution provides significant visibility and potential for advancement.

🌐 Work Environment

Office Type: On-site. This indicates a traditional office-based work environment, emphasizing in-person collaboration, team meetings, and direct interaction with colleagues.

Office Location(s): Ho Chi Minh City, Vietnam. This vibrant economic hub offers a dynamic professional landscape. Specific office details regarding amenities or accessibility would need to be confirmed directly.

Workspace Context:

• The workspace is expected to be a professional office environment within a large financial institution, likely equipped with standard office technology and infrastructure.

• Opportunities for collaboration with a diverse range of professionals across Product, Transformation, Operations, and potentially IT departments will be readily available.

• The environment will likely foster a culture of innovation and continuous improvement, encouraging the application of design thinking and customer-centric methodologies.

Work Schedule: Standard full-time hours (approximately 40 hours per week) are expected, with the understanding that project-driven work might occasionally require flexibility to meet deadlines or facilitate cross-time zone collaborations if applicable to internal teams.

📝 Enhancement Note: The on-site requirement suggests a preference for direct team interaction and a structured work environment, which is common in the banking sector. This setting can be beneficial for fostering strong team cohesion and facilitating hands-on workshop sessions crucial for service design.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess alignment with required experience in service design, corporate banking, and CX.

• First Interview: Typically with the hiring manager or a senior member of the team, focusing on behavioral questions, understanding of service design principles, and experience with customer journey mapping and service blueprints.

• Case Study/Workshop Simulation: Candidates may be asked to present a past project in detail or participate in a simulated workshop scenario to demonstrate their problem-solving approach, facilitation skills, and ability to generate design solutions.

• Cross-Functional Interview: Meeting with key stakeholders from Product, Operations, or Transformation teams to assess collaboration style, communication, and understanding of broader business objectives.

• Final Interview: Often with a senior executive, focusing on strategic thinking, leadership potential, and cultural fit within the organization.

Portfolio Review Tips:

• Highlight Impact: Showcase how your service design work has led to tangible business outcomes (e.g., increased customer satisfaction scores, reduced operational costs, improved conversion rates for the MMLC segment).

• Demonstrate Process: Clearly articulate your methodology for each project – from research and insight generation to design and implementation. Use Service Blueprints and Customer Journey Maps as visual aids.

• Tailor to MMLC: If possible, include examples that demonstrate experience with corporate clients or complex B2B service design challenges, aligning with the role's focus.

• Showcase Collaboration: Include examples of how you've worked with cross-functional teams, facilitated workshops, and presented findings to stakeholders.

• Be Concise and Clear: Ensure your portfolio is well-organized, easy to navigate, and highlights your key contributions effectively.

Challenge Preparation:

• Understand the MMLC Context: Research common challenges and needs of multinational corporations or large enterprises when dealing with banking services.

• Prepare Case Studies: Be ready to discuss 2-3 significant projects in detail, focusing on the problem, your approach, the solution, and the results.

• Practice Facilitation: Be prepared to articulate how you would run a workshop to identify pain points or co-create solutions for a specific banking service.

• Know Your Tools: Be ready to discuss your proficiency with service design tools and methodologies.

📝 Enhancement Note: The emphasis on a portfolio and potential case studies suggests that practical application and demonstrated results are highly valued. Candidates should be prepared to deep-dive into their past projects and articulate the strategic "why" behind their design decisions.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & CX Tools: Proficient use of tools like Miro, Mural, Figma, Sketch, Adobe Creative Suite, or specialized CX platforms for customer journey mapping, service blueprinting, wireframing, and prototyping.

• Workshop Facilitation Tools: Familiarity with digital whiteboarding tools (Miro, Mural) and in-person facilitation techniques.

• Project Management Software: Experience with tools such as Jira, Asana, Trello, or similar for managing design projects and tracking progress.

Analytics & Reporting:

• Data Analysis Tools: Ability to interpret data from customer surveys, feedback platforms, operational reports, and CRM systems. Familiarity with BI tools like Tableau, Power BI, or Google Analytics could be beneficial.

• Reporting Tools: Capability to create clear and compelling reports and presentations on customer insights, service performance, and design recommendations.

CRM & Automation:

• CRM Systems: Understanding of how CRM systems (e.g., Salesforce, Microsoft Dynamics) store customer data and support customer interactions, and how service design can leverage or influence CRM strategies.

• Process Automation Concepts: Awareness of how service design can inform opportunities for process automation within banking operations to enhance efficiency and customer experience.

📝 Enhancement Note: While specific tools aren't listed, the role's nature implies a need for proficiency in common digital design and collaboration platforms. The emphasis on data analysis and CRM suggests an understanding of how design integrates with broader business systems and operational metrics.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and meeting the needs of corporate clients, placing them at the core of all service design decisions.

• Innovation & Transformation: A drive to challenge the status quo and actively pursue new ways to improve banking services and customer experiences.

• Collaboration & Teamwork: A belief in the power of collective intelligence, working effectively across departments to achieve shared goals.

• Data-Driven Decision Making: A reliance on insights from customer data and operational performance to inform design strategies and validate improvements.

• Efficiency & Optimization: A focus on streamlining processes and enhancing operational effectiveness to deliver superior service and reduce friction.

Collaboration Style:

• Cross-Functional Integration: Actively seeks to build strong working relationships with Product, Operations, and Transformation teams, ensuring seamless integration of service design principles into broader initiatives.

• Proactive Communication: Maintains open and transparent communication channels, ensuring all stakeholders are informed and engaged throughout the design and implementation process.

• Empathetic and Constructive Feedback: Fosters an environment where feedback is welcomed and used constructively to refine designs and processes, promoting continuous learning and improvement.

📝 Enhancement Note: The company culture likely blends traditional banking professionalism with a modern, forward-thinking approach to customer experience and digital transformation. The emphasis on collaboration and data-driven insights is critical for success in this role.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Financial Institution: Adapting to established processes, regulatory requirements, and stakeholder buy-in within a large banking environment.

• Balancing Customer Needs with Business Constraints: Effectively designing services that delight customers while remaining operationally feasible and aligned with business objectives and risk appetite.

• Driving Change Management: Influencing and guiding teams across different departments to adopt new service design approaches and implement recommended changes.

• Measuring ROI of Design Initiatives: Quantifying the impact of service design improvements on key business metrics and demonstrating a clear return on investment.

Learning & Development Opportunities:

• Specialized Financial Services CX: Gain deep expertise in the unique service design challenges and opportunities within the corporate banking sector.

• Leadership Development: Opportunities to hone leadership, stakeholder management, and strategic planning skills through leading complex projects.

• Industry Exposure: Engage with leading banking technology and customer experience trends through internal projects and potentially external forums.

• Process Innovation: Contribute to the evolution of service design methodologies and their application within the organization.

📝 Enhancement Note: This role presents an opportunity to tackle complex challenges within a significant industry, offering substantial professional growth and the chance to make a visible impact on a strategic client segment.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a new digital onboarding experience for multinational corporations opening accounts with us, considering regulatory compliance and operational efficiency?" (Focus on methodology, stakeholder engagement, and key considerations for this segment.)

• "Describe a time you had to influence stakeholders who were resistant to a proposed service design change. What was your strategy, and what was the outcome?" (Focus on communication, negotiation, and building consensus.)

• "Walk us through a complex customer journey you mapped and optimized. What were the key pain points, what solutions did you propose, and how did you measure success?" (Focus on process, analytical skills, and results.) Company & Culture Questions:

• "Based on your understanding of our focus on the MMLC segment, what do you see as the biggest service design opportunity for us in the next 2-3 years?" (Demonstrates research and strategic thinking.)

• "How do you see your role contributing to Qode's overall mission of transforming banking experiences?" (Focus on aligning personal goals with company objectives.)

• "Describe your ideal collaboration style when working with Product Owners and Operations teams on transformation projects." (Assesses teamwork and communication.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the challenge, your role, the process you followed, the solutions you designed, and the quantifiable results achieved.

• Visualize Your Work: Use your Customer Journey Maps and Service Blueprints as central visual aids, explaining the insights and design decisions derived from them.

• Quantify Impact: Emphasize metrics. Be ready to discuss how you measured the success of your initiatives (e.g., NPS, CSAT, reduced call volume, increased adoption rates, efficiency gains).

• Showcase Collaboration: Highlight instances where you worked effectively with cross-functional teams, managed stakeholder expectations, and presented your findings to senior leadership.

📝 Enhancement Note: Interviewers will be looking for a candidate who can demonstrate a strategic understanding of service design, strong analytical and problem-solving skills, and the ability to translate insights into actionable improvements within a complex corporate banking environment. Practical examples and quantifiable results are key.

📌 Application Steps

To apply for this Service Design Manager position:

• Submit your application directly through the provided Workable link.

• Tailor Your Resume: Highlight experience in service design, customer journey mapping, service blueprints, and any experience within the financial services or corporate client sectors. Quantify achievements wherever possible.

• Curate Your Portfolio: Select 2-3 of your most impactful projects that best showcase your skills in customer journey optimization, service blueprinting, and driving measurable improvements for corporate clients. Ensure it clearly articulates your process and results.

• Prepare Your Narrative: Practice discussing your portfolio projects, focusing on the strategic context, your specific contributions, the challenges faced, and the outcomes achieved. Be ready to discuss your approach to stakeholder management and cross-functional collaboration.

• Research Qode/ACB: Understand the company's strategic focus on the MMLC segment and its commitment to customer experience innovation within the Vietnamese banking sector.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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