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: 2026-08-25

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

Remote Status: On-site

🚀 Role Summary

• Lead the strategic design and optimization of customer journeys for the MMLC (Major Corporate Clients) segment to enhance banking experiences.

• Develop and implement comprehensive service blueprints, mapping frontstage and backstage touchpoints, operational processes, and supporting systems.

• Drive continuous improvement initiatives by analyzing customer experience data and proposing actionable enhancements to products, services, and operational workflows.

• Foster cross-functional collaboration between Product, Transformation, and Operations teams to ensure seamless integration of service design principles into key projects.

• Establish and manage a robust service quality measurement system for the MMLC segment, monitoring performance and identifying areas for optimization.

📝 Enhancement Note: This role is positioned within a financial institution (ACB, implied by context, though Qode is the hiring entity name), focusing on the B2B banking segment (MMLC). The emphasis is on operationalizing service design to improve client interactions and internal efficiencies, aligning closely with Revenue Operations and GTM enablement through enhanced customer experience.

📈 Primary Responsibilities

• Co-design and refine end-to-end customer journeys with Product Owners (PO) and Business Analysts (BA) specifically for the MMLC target customer segments.

• Develop detailed service blueprints and operational models that clearly define frontstage interactions, backstage processes, and the necessary service capabilities and systems.

• Conduct in-depth analysis of factors influencing customer experience across all touchpoints within the MMLC banking ecosystem.

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

• Design and implement a systematic service quality measurement framework tailored for each MMLC sub-sector.

• Continuously monitor operational performance against defined service quality metrics, using customer experience data to drive iterative improvements and strategic adjustments.

• Actively collaborate with Product, Transformation, and Operations departments on critical transformation projects, ensuring service design is a core component.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and operational execution. The focus on "co-design," "construct service blueprints," and "analyze factors influencing customer experience" points to a hands-on approach. The inclusion of "propose improvements to products, services, and processes" and "monitor operational performance" signifies a direct impact on operational efficiency and service delivery.

🎓 Skills & Qualifications

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

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

Required Skills:

• Proven expertise in developing Customer Journeys, Service Blueprints, and Service Operational Models.

• Deep understanding of products and services relevant to corporate clients, particularly within the MMLC segment.

• Strong customer-centric mindset, coupled with robust analytical and problem-solving skills for experience enhancement.

• Demonstrated ability in effective facilitation, leading workshops, and fostering cross-departmental collaboration.

• Proficiency in applying various service design methodologies and utilizing relevant design tools.

• Capacity to translate complex customer insights into clear, actionable design recommendations for stakeholders.

• Excellent communication and presentation skills, capable of articulating design strategies and concepts to diverse audiences, including senior leadership. Preferred Skills:

• Experience with design thinking principles and agile methodologies in a corporate environment.

• Familiarity with banking regulations and compliance standards impacting customer experience.

• Knowledge of CRM systems and their role in customer journey management.

• Experience in developing and implementing customer feedback loops and service quality dashboards.

📝 Enhancement Note: The emphasis on "corporate clients," "MMLC segment," and "banking industry knowledge" suggests a need for specialized domain expertise. The "5 years of experience" coupled with the strategic nature of responsibilities indicates this is not an entry-level role, likely falling into a mid-to-senior management track within operations or a dedicated CX/Service Design function.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase of at least 2-3 comprehensive customer journey mapping projects, detailing the process from research to implementation and impact.

• Examples of detailed Service Blueprints, clearly illustrating frontstage/backstage interactions, pain points, and proposed solutions.

• Case studies demonstrating how you've analyzed operational processes and proposed data-driven improvements that enhanced customer experience and/or efficiency.

• Evidence of system thinking, illustrating how you've considered the interplay between customer-facing elements, operational back-office processes, and technology enablers.

• Documentation of service quality measurement systems you have designed or implemented, including key metrics and reporting dashboards. Process Documentation:

• Demonstrated ability to document complex service processes clearly and concisely, suitable for both operational teams and strategic stakeholders.

• Examples of workflow optimization initiatives, showing the "before" and "after" states, including methodologies used for analysis and improvement.

• Experience in creating process maps that identify bottlenecks, redundancies, and opportunities for automation or digital transformation.

📝 Enhancement Note: For a Service Design Manager role, a strong portfolio is paramount. It should not only display visual design artifacts but also demonstrate strategic thinking, process analysis, and measurable impact. Candidates should be prepared to walk through their process, explain their rationale, and quantify the results of their design interventions, especially concerning operational efficiency and customer satisfaction metrics.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Service Design Manager with 5-10 years of experience in a major Southeast Asian economic hub like Ho Chi Minh City, the estimated annual salary range is approximately 600,000,000 VND to 1,200,000,000 VND (roughly $24,000 - $48,000 USD, subject to exchange rate fluctuations). This range accounts for the specialized nature of service design within the financial sector and the strategic importance of the MMLC segment.

Benefits:

• Competitive compensation package.

• Performance-based bonuses.

• Comprehensive health and wellness benefits (specifics to be confirmed by employer).

• Opportunities for professional development and training in service design and financial services.

• Potential for career advancement within a growing financial institution. Working Hours:

The standard working hours are expected to be around 40 hours per week, typical for a full-time, on-site role. However, the demands of project-based work and cross-functional collaboration may require flexibility.

📝 Enhancement Note: The salary estimate is based on research into similar roles in Vietnam's financial services sector, considering the experience level and the responsibility for a strategic client segment. The provided benefits are standard for such roles, but specific details should be sought from the employer. The role is explicitly on-site, requiring full-time commitment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking), specifically focusing on corporate and institutional clients (MMLC segment). This sector is characterized by stringent regulatory environments, a strong emphasis on security, and an increasing drive towards digital transformation and customer-centricity.

Company Size: While the specific size of Qode is not provided, its association with ACB (a major Vietnamese bank) suggests it operates within a large, established financial institution. This implies a structured corporate environment with significant resources, established processes, and a broad organizational hierarchy.

Founded: The founding date of Qode is not specified, but ACB was founded in 1993, indicating a long-standing presence in the Vietnamese banking sector. This longevity suggests stability, deep market understanding, and a history of adapting to evolving financial landscapes.

Team Structure:

• The Service Design Manager will likely be part of a dedicated Customer Experience (CX), Service Design, or Transformation office, working closely with Product Management, Business Analysis, and Operations departments.

• The reporting structure would typically involve a direct report to a Head of CX, Head of Service Design, or a Senior Director within a transformation or product division.

• Cross-functional collaboration is a core tenet of this role, requiring seamless interaction with product owners, business analysts, IT, operations teams, marketing, and potentially sales/relationship managers serving the MMLC segment. Methodology:

• Data-driven decision-making is expected, with a focus on analyzing customer feedback, behavioral data, and operational metrics to inform design choices.

• Agile and iterative approaches to service design are likely employed, allowing for rapid prototyping, testing, and refinement of customer journeys and service components.

• Emphasis on user-centered design principles, ensuring that the needs and pain points of MMLC clients are at the forefront of all design activities.

• Process optimization and efficiency are key drivers, aiming to streamline internal operations that support customer interactions.

Company Website: [Company URL provided: https://jobs.workable.com/company/d9Gs4Q7pnWjZVXU2mK6CGd/jobs-at-qode]

📝 Enhancement Note: The context points to a large, established financial institution in Vietnam. The Service Design Manager role is critical for modernizing client interactions within a traditionally conservative industry. The "Qode" entity likely represents a specific innovation or digital transformation arm of ACB, focusing on enhancing client experiences through design and technology.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior management level. It requires not just design execution but also strategic thinking, leadership in cross-functional initiatives, and the ability to influence product and operational roadmaps. It's a key role in bridging customer needs with business capabilities.

Reporting Structure: The Service Design Manager will likely report to a senior leader responsible for customer experience, digital transformation, or product strategy within the MMLC segment. This senior leader will provide strategic direction and oversight, while the manager will have autonomy in executing service design initiatives.

Operations Impact: The Service Design Manager has a direct and significant impact on revenue generation and operational efficiency. By optimizing customer journeys, they can improve client acquisition, retention, and satisfaction, leading to increased revenue. Simultaneously, by streamlining processes and identifying pain points, they contribute to reduced operational costs and enhanced service delivery efficiency.

Growth Opportunities:

• Specialization: Deepen expertise in financial services design, becoming a subject matter expert for the MMLC segment or other strategic client groups.

• Leadership: Progress to a Head of Service Design or CX Director role, managing a team of designers and shaping the overall customer experience strategy for the institution.

• Cross-Functional Mobility: Transition into Product Management, Transformation Lead, or even operational leadership roles, leveraging a deep understanding of customer needs and process flows.

• Skill Development: Opportunities for advanced certifications in service design, design thinking, UX research, or specific banking technologies.

📝 Enhancement Note: This role offers substantial growth potential within a large financial institution. The combination of design expertise and operational insight makes candidates valuable for various strategic roles, particularly those focused on digital transformation and customer-centric initiatives in the B2B financial services space.

🌐 Work Environment

Office Type: The role is designated as "Offsite," which, in the context of the provided location (Ho Chi Minh City, Vietnam), typically means an on-site position at a physical office location, as opposed to remote work.

Office Location(s): Ho Chi Minh City, Vietnam. This is a major economic hub in Vietnam, offering a vibrant business environment.

Workspace Context:

• The workspace is expected to be a professional office environment within a large financial institution.

• It will likely foster a collaborative atmosphere, encouraging interaction with product teams, business analysts, and operational staff.

• Access to standard office technology, design software, and potentially dedicated workshop spaces for co-design sessions.

• The environment will likely blend traditional banking professionalism with the dynamism of digital transformation initiatives. Work Schedule:

Standard full-time hours (approx. 40 hours/week) are expected, but the nature of managing cross-functional projects might necessitate occasional flexibility to meet deadlines or facilitate stakeholder availability.

📝 Enhancement Note: The "Offsite" designation confirms this is an on-site role. The Ho Chi Minh City location places the role in a dynamic business center. The work environment will likely be structured, reflecting a corporate banking setting, with a strong emphasis on collaboration to drive service design initiatives.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will review applications for basic qualifications and cultural fit.

• Hiring Manager Interview: A discussion with the Service Design Manager's direct supervisor to assess experience, strategic thinking, and fit with the team's objectives. This may include behavioral questions related to past projects.

• Skills Assessment/Portfolio Review: A dedicated session where candidates present their portfolio. This is crucial for demonstrating their ability to map customer journeys, create service blueprints, analyze processes, and articulate design impact. Expect deep dives into specific case studies.

• Cross-Functional Stakeholder Interviews: Meetings with key collaborators (e.g., Product Owners, Business Analysts, Operations Leads) to evaluate collaboration skills, communication clarity, and understanding of business needs.

• Final Interview: Potentially with a senior executive (e.g., Head of Digital Transformation, Chief Product Officer) for final approval, focusing on strategic alignment and leadership potential.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your most impactful projects that best showcase your skills in customer journey mapping, service blueprinting, and process optimization within a corporate or financial services context.

• Tell a Story: For each project, clearly articulate the problem statement, your role and approach, the methodologies used, the key insights gained, the solutions designed, and most importantly, the measurable outcomes (e.g., improved NPS, reduced service time, increased conversion rates, operational cost savings).

• Highlight Process: Clearly explain your design process, from research and ideation to prototyping and implementation, emphasizing how you collaborated with stakeholders.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs. For this role, focus on metrics relevant to corporate banking clients and operational efficiency.

• Be Prepared for Deep Dives: Anticipate detailed questions about your decisions, challenges faced, and how you navigated trade-offs.

Challenge Preparation:

• You may be asked to analyze a hypothetical banking service scenario or a current customer pain point and outline how you would approach designing a solution.

• Prepare to discuss your understanding of the MMLC segment's unique banking needs and challenges.

• Be ready to articulate how service design can directly contribute to business objectives like revenue growth and operational cost reduction in a financial institution.

📝 Enhancement Note: The portfolio review is the most critical part of the application process for this role. Candidates must be able to articulate their design process and demonstrate tangible results, especially in terms of operational improvements and client satisfaction within a corporate banking context.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & CX Tools: Expertise in tools like Miro, Mural, Figma, Adobe XD, or similar for collaborative diagramming, wireframing, prototyping, and journey mapping.

• Process Mapping Software: Familiarity with tools such as Lucidchart, Visio, or specialized BPM (Business Process Management) software for creating detailed service blueprints and workflow diagrams.

• Data Analysis & Visualization: Proficiency with tools like Excel, Google Sheets, Tableau, Power BI, or similar for analyzing customer feedback, operational data, and presenting insights.

Analytics & Reporting:

• CRM Systems: Understanding of how CRM platforms (e.g., Salesforce, Microsoft Dynamics) are used to manage customer interactions and data, and how service design integrates with CRM strategies.

• Customer Feedback Platforms: Experience with tools for gathering and analyzing customer feedback (e.g., SurveyMonkey, Qualtrics, NPS platforms).

• Reporting Dashboards: Ability to create and interpret dashboards that track key service quality and operational performance metrics.

CRM & Automation:

• Workflow Automation Tools: Awareness of how automation can streamline back-office processes supporting customer journeys (e.g., Zapier, Power Automate, or internal banking automation systems).

• Collaboration Platforms: Proficiency in tools like Slack, Microsoft Teams for communication and project management.

📝 Enhancement Note: While specific tools aren't listed, the role implies proficiency in standard design and collaboration software. The emphasis is on understanding how these tools support the creation, analysis, and optimization of customer journeys and operational processes within a financial services context.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A fundamental belief in placing the client's needs and experience at the core of all strategic and operational decisions.

• Data-Driven Approach: Commitment to using data and insights to inform design choices, measure impact, and drive continuous improvement in services and processes.

• Collaboration & Partnership: Valuing teamwork and strong working relationships across departments (Product, Operations, IT, Sales) to achieve shared goals.

• Innovation & Agility: Encouraging creative problem-solving, embracing new methodologies, and adapting quickly to evolving market demands and client expectations.

• Efficiency & Excellence: Striving for operational excellence by optimizing processes, reducing friction, and delivering high-quality service experiences.

Collaboration Style:

• Facilitative Leadership: Leading workshops and co-design sessions in an inclusive manner, ensuring all voices are heard and contributing to collective outcomes.

• Transparent Communication: Maintaining open and honest communication channels with stakeholders, clearly articulating design rationale, progress, and potential challenges.

• Feedback Integration: Actively seeking and integrating feedback from various teams and customer segments to refine designs and ensure practical implementation.

• Cross-Functional Integration: Working seamlessly with different departments to ensure service designs are technically feasible, operationally sound, and aligned with business objectives.

📝 Enhancement Note: The culture likely emphasizes a blend of professional banking standards with a modern, agile approach to innovation and customer experience. The values will guide how individuals approach problem-solving, collaborate, and contribute to the company's strategic goals, particularly in enhancing the MMLC client experience.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Corporate Structures: Working within a large financial institution may involve complex approval processes, established hierarchies, and resistance to change, requiring strong stakeholder management and persuasive communication.

• Balancing Client Needs with Business Constraints: Designing services that meet the sophisticated needs of MMLC clients while adhering to regulatory requirements, security protocols, and cost-efficiency targets.

• Measuring Intangible Value: Quantifying the ROI of service design initiatives, particularly improvements in customer satisfaction and loyalty, can be challenging but is crucial for demonstrating impact.

• Integrating New Technologies: Keeping pace with technological advancements and integrating them effectively into service offerings to meet evolving client expectations.

Learning & Development Opportunities:

• Specialized Training: Access to advanced training in service design, customer journey mapping, design thinking, and user research specific to the financial services industry.

• Industry Exposure: Opportunities to attend industry conferences, workshops, and seminars focused on fintech, banking innovation, and customer experience trends.

• Mentorship: Potential for mentorship from senior leaders in CX, product strategy, or digital transformation within the organization.

• Cross-Functional Projects: Gaining exposure to diverse business areas through involvement in key transformation projects, broadening understanding of the banking ecosystem.

📝 Enhancement Note: The challenges are typical for roles driving innovation in established industries. The growth opportunities are significant, allowing for deep specialization and advancement into strategic leadership positions within the financial services sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a customer journey that significantly improved operational efficiency. What was the process, and what were the key metrics you tracked?" (Focus on process, metrics, and impact.)

• "How would you approach designing a new digital onboarding process for our MMLC clients, considering both user experience and back-office operational requirements?" (Assess problem-solving, strategic thinking, and understanding of the MMLC segment.)

• "What are the key differences in designing services for corporate clients versus retail clients? How would you tailor your approach for the MMLC segment?" (Tests domain knowledge and adaptability.) Company & Culture Questions:

• "What do you know about ACB's current digital banking initiatives or their approach to customer experience?" (Demonstrates research and interest.)

• "How do you see service design contributing to Qode's/ACB's overall business objectives for the MMLC segment?" (Assesses strategic alignment and understanding of business impact.)

• "Describe a situation where you had to influence stakeholders who were resistant to a proposed design change. How did you handle it?" (Evaluates collaboration and persuasion skills.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem, your role, your process, the solution, and the results. Use a consistent framework.

• Highlight Collaboration: Emphasize how you worked with Product Owners, BAs, and Operations to gather requirements, validate designs, and ensure successful implementation.

• Showcase Tools & Methodologies: Briefly explain the tools and service design methodologies you employed and why they were appropriate for the project.

• Quantify Impact: Prepare specific data points and metrics to illustrate the success of your designs, focusing on aspects like improved client satisfaction, reduced operational effort, or increased revenue.

• Be Prepared for Q&A: Anticipate questions about your design choices, challenges, and how you would adapt your approach to the specific context of Qode/ACB.

📝 Enhancement Note: Interviewers will be looking for a candidate who can blend strategic service design thinking with a practical understanding of operational realities within a financial institution. Demonstrating an ability to translate customer needs into actionable, efficient, and measurable solutions will be key.

📌 Application Steps

To apply for this Service Design Manager position:

• Submit your application through the provided Workable link.

• Customize Your Resume: Tailor your resume to highlight your experience in service design, customer journey mapping, service blueprints, and operational process optimization, specifically mentioning any experience within the financial services or corporate client sectors. Use keywords from the job description.

• Prepare Your Portfolio: Curate a selection of your most relevant work that demonstrates your skills in customer journey mapping, service blueprinting, and process improvement. Ensure you can articulate the problem, process, solution, and impact for each case study.

• Research Qode & ACB: Familiarize yourself with Qode's role within ACB, their mission, and any recent initiatives related to digital transformation or customer experience, particularly for their MMLC segment.

• Practice Your Presentation: Rehearse your portfolio presentation, focusing on clear communication, storytelling, and quantifying the results of your past projects. Be ready to answer strategic questions about service design in banking.

⚠️ 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.