SERVICE DESIGNER

📍 Job Overview

Job Title: Service Designer

Company: Metrobank

Location: Manila, Philippines

Job Type: Full-time

Category: Service Design / Customer Experience Design

Date Posted: June 11, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• Drive the creation of exceptional customer experiences by translating deep user insights and business needs into tangible product and service designs.

• Champion the voice of the customer throughout the product development lifecycle, ensuring user-centricity and delight in every touchpoint.

• Collaborate closely with Business Unit (BU) stakeholders and Product Managers to define and execute the overarching experience strategy.

• Develop and present compelling visual designs, prototypes, and experience strategies to foster cross-functional alignment and secure buy-in.

• Leverage agile methodologies and design thinking principles to iteratively refine concepts and solutions.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities strongly indicate a role focused on digital product and service design within a financial institution. The emphasis on customer experience, prototyping, and collaboration with Product Managers aligns with a UX/Product Design function, but with a specific focus on the end-to-end service journey.

📈 Primary Responsibilities

• Partner with Business Unit stakeholders to deeply understand challenges, identify opportunities, and co-create solutions that address critical business needs and customer pain points.

• Advocate for the customer by synthesizing user research, feedback, and market insights into actionable design recommendations and experience strategies.

• Design and develop a range of visual concepts and interaction prototypes, from low-fidelity wireframes to high-fidelity mockups, to effectively communicate design ideas and test hypotheses.

• Conduct and facilitate user testing sessions, A/B tests, and pilot programs to gather data-driven feedback and inform iterative design improvements.

• Create comprehensive design documentation, including user journey maps, service blueprints, workflow diagrams, and interaction specifications, to facilitate clear communication and alignment across development, marketing, and business teams.

• Translate complex data sets and interdependencies into easily understandable visualizations that support strategic decision-making and stakeholder consensus.

• Act as a change agent, introducing and embedding best practices in service design, customer experience, and agile methodologies across the enterprise.

• Own and articulate the experience strategy for assigned products or initiatives, ensuring consistency and coherence across all customer touchpoints.

• Perform other duties as assigned to support the broader goals of the design and product development teams.

📝 Enhancement Note: The responsibility to "Serve as change agent by introducing best practices of P11 to enterprise" suggests a focus on a specific internal framework or methodology (P11). The candidate should be prepared to inquire about this during the interview.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field, or equivalent practical experience. Experience:

• 2-5 years of professional experience in Service Design, UX Design, Product Design, or a closely related field, with a demonstrable track record of delivering successful customer-centric solutions.

• Proven experience in applying design thinking principles and agile methodologies to solve complex problems and drive innovation. Required Skills:

• Service Design: Deep understanding of service design methodologies, tools, and principles, including journey mapping, blueprinting, and user research techniques.

• Customer Experience Design: Ability to conceptualize and design end-to-end customer experiences that are intuitive, engaging, and meet both user needs and business objectives.

• Prototyping: Proficiency in creating low-fidelity and high-fidelity prototypes using industry-standard tools (e.g., Figma, Sketch, Adobe XD) to visualize concepts and test usability.

• Agile Methodologies: Experience working within agile development frameworks (Scrum, Kanban) and collaborating effectively with cross-functional agile teams.

• User Testing & Research: Skills in planning, conducting, and synthesizing user research and usability testing to gather actionable insights for design iteration.

• Visual Design: A strong eye for visual aesthetics, layout, and typography, with the ability to create compelling and clear visual concepts.

• Interaction Design: Understanding of how users interact with digital products and services, and the ability to design intuitive and efficient user flows.

• Design Documentation: Expertise in creating clear and comprehensive design artifacts, including process flows, wireframes, and specifications for development teams.

• Stakeholder Management: Excellent communication and interpersonal skills to effectively engage with, influence, and manage expectations of diverse stakeholders, including business units and product management.

Preferred Skills:

• Experience in the financial services industry.

• Familiarity with design systems and their implementation.

• Knowledge of front-end development principles (HTML, CSS, JavaScript) to inform design feasibility.

• Experience with data visualization tools and techniques for communicating insights.

📝 Enhancement Note: The experience level is inferred as Mid-Level (2-5 years) based on the breadth of responsibilities and the expectation of both executing designs and acting as a change agent. The "P11" reference is a specific unknown that a candidate should clarify.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 distinct projects demonstrating a strong grasp of the end-to-end service design process, from discovery and research to ideation, prototyping, testing, and implementation.

• Clearly articulate the problem statement, your role and contributions, the methodologies used, key insights derived, challenges faced, and the measurable impact of your solutions.

• Include examples of user journey maps, service blueprints, wireframes, interactive prototypes, and user testing findings.

• Demonstrate the ability to translate complex business requirements and user needs into elegant and functional user experiences.

• Highlight your collaboration with cross-functional teams, including Product Managers, Engineers, and Business Stakeholders. Process Documentation:

• Provide evidence of your ability to document design processes, decisions, and outcomes clearly and comprehensively.

• Examples should include detailed explanations of how you gathered customer insights, iterated on designs based on feedback, and communicated design strategies to various audiences.

• Showcase your understanding of how to create and maintain design artifacts that support development and ensure design integrity throughout the product lifecycle.

📝 Enhancement Note: A strong portfolio is critical for this role. The emphasis should be on demonstrating the process and impact, not just the final visual output. Candidates should be prepared to walk through their portfolio case studies in detail.

💵 Compensation & Benefits

Salary Range:

• Estimated range for a Service Designer in Manila, Philippines with 2-5 years of experience typically falls between PHP 70,000 to PHP 120,000 per month. This can vary based on specific skills, interview performance, and the company's compensation structure. Benefits:

• Comprehensive health insurance package (medical, dental, vision).

• Retirement savings plan/SSS contributions.

• Paid time off (vacation leave, sick leave, holidays).

• Opportunities for professional development and training.

• Employee assistance programs.

• Potential for performance-based bonuses.

• Access to company-provided tools and technology. Working Hours:

• Standard full-time work schedule, likely Monday to Friday, 8 hours per day, totaling 40 hours per week.

• Occasional requirement for overtime may arise to meet project deadlines or facilitate cross-functional meetings across different time zones (though less likely within Manila).

📝 Enhancement Note: Salary is estimated based on industry benchmarks for mid-level design roles in the Philippines. Metrobank, as a large financial institution, is expected to offer a competitive benefits package. The "P11" reference might relate to an internal performance or project management framework, which could influence working hours or project structures.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking and Financial Services. Metrobank is a leading financial institution in the Philippines, known for its extensive network and a commitment to providing innovative financial solutions. This industry context means a strong focus on security, compliance, customer trust, and efficiency.

Company Size: Large Enterprise (typically 10,000+ employees). Working in a large organization like Metrobank means opportunities for structured career paths, exposure to a wide range of projects, and collaboration with numerous departments, but also potentially more complex decision-making processes and established hierarchies.

Founded: 1962. Metrobank has a long-standing history and a well-established reputation, indicating a stable work environment with a blend of traditional banking practices and a drive for modernization.

Team Structure:

• The Service Designer will likely be part of a dedicated Design or Digital Transformation team, possibly within the IT, Product Development, or Customer Experience division.

• Reporting structure will likely be to a Design Lead, Head of UX/Service Design, or a Product Manager overseeing specific initiatives.

• Cross-functional collaboration is key, involving close partnerships with Product Managers, Business Analysts, Engineers, Marketing teams, and various Business Unit representatives who are the primary stakeholders for product and service improvements. Methodology:

• Data Analysis & Insights: Emphasis on leveraging customer data, market research, and user feedback to inform design decisions and measure impact.

• Workflow Planning & Optimization: Designing efficient and user-friendly workflows that streamline processes for both customers and internal teams.

• Automation & Efficiency: Exploring opportunities to automate manual processes and improve operational efficiency through thoughtful service design.

Company Website: https://www.metrobank.com.ph/

📝 Enhancement Note: The financial services industry demands a high degree of rigor, data-driven decision-making, and a customer-centric approach to build trust and loyalty. The "P11" methodology, if it's an internal system, will be a significant aspect of the operational culture.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level Service Designer. This role is positioned to contribute significantly to the design and evolution of Metrobank's customer-facing products and services. It requires independent execution of design tasks, proactive problem-solving, and the ability to influence stakeholders.

Reporting Structure: The Service Designer will report to a design leadership role, likely a Design Manager or Senior Lead, and will work closely with Product Managers and Business Unit leaders on specific projects. This structure provides mentorship while also demanding direct contribution to business objectives.

Operations Impact: The Service Designer's work directly impacts customer satisfaction, acquisition, retention, and operational efficiency. By creating seamless and delightful experiences, they contribute to increased customer loyalty, reduced support costs, and enhanced brand reputation, ultimately driving revenue growth for Metrobank.

Growth Opportunities:

• Service Design Specialization: Deepen expertise in advanced service design techniques, service blueprinting, and innovation strategy within the financial sector.

• Product Management Transition: Develop a strong understanding of product strategy, roadmapping, and business metrics, potentially leading to a Product Manager role.

• Leadership Development: Progress into senior design roles, leading design teams, mentoring junior designers, and shaping the overall design vision for Metrobank.

• Cross-functional Expertise: Gain exposure to different business units and product lines, broadening understanding of the banking ecosystem and potentially moving into strategic roles within digital transformation or customer strategy.

📝 Enhancement Note: The growth path for a Service Designer in a large financial institution often involves a blend of deepening design expertise and expanding into product strategy or leadership. The "P11" framework might offer specific avenues for internal advancement or certification.

🌐 Work Environment

Office Type: Metrobank likely operates with a mix of traditional office spaces and modern collaborative environments. Given the nature of the role, expect a workspace that encourages teamwork and ideation.

Office Location(s): The role is based in Manila, Philippines. Metrobank has numerous offices within the metro area, and the specific location will likely be in a central business district, offering accessibility via public transportation and proximity to amenities.

Workspace Context:

• Collaborative Environment: Expect an environment that fosters open communication, brainstorming sessions, and cross-functional workshops. Whiteboards, design thinking spaces, and meeting rooms equipped for collaboration will be common.

• Operations Tools & Technology: Access to standard design software (Figma, Sketch, Adobe Creative Suite), project management tools (Jira, Asana), and collaboration platforms (Slack, Microsoft Teams) is expected.

• Team Interaction: Regular interaction with immediate design colleagues, product managers, business analysts, and representatives from various business units will be integral to the role.

Work Schedule:

• The standard 40-hour work week is expected. While the core hours will be fixed, Metrobank may offer some flexibility for task completion and project-based work, especially for on-site roles where collaboration is crucial. Adherence to project deadlines is paramount.

📝 Enhancement Note: As an on-site role in a major financial institution, the work environment will be professional and structured, with an emphasis on collaboration and adherence to company policies.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will conduct a preliminary assessment of your resume and experience, focusing on key skills and qualifications.

• Hiring Manager/Team Interview: This stage will likely involve a discussion with the hiring manager or senior members of the design/product team. Be prepared to discuss your experience, design philosophy, and how you approach problem-solving.

• Portfolio Presentation & Case Study: You will be asked to present your portfolio, walking through 1-2 selected case studies. Focus on your process, insights, and the impact of your work. Be ready for deep dives into your decision-making.

• Technical/Skills Assessment: This might include a design challenge or a practical exercise to evaluate your skills in prototyping, user flow design, or problem-solving relevant to Metrobank's context.

• Stakeholder/Cross-functional Interview: You may meet with key stakeholders from business units or product management to assess your collaboration and communication skills.

• Final Interview: Potentially with a senior leader to discuss cultural fit and strategic alignment.

Portfolio Review Tips:

• Select Relevant Projects: Choose projects that best showcase your service design process, problem-solving abilities, and impact within similar industries or complex environments if possible.

• Tell a Story: Structure your case studies as narratives: the problem, your approach, your role, the challenges, the solutions, and the results (quantified where possible).

• Highlight Your Process: Emphasize how you use research, empathy, ideation, prototyping, and testing to arrive at your solutions. Show your thought process, not just the final designs.

• Be Ready for Questions: Anticipate questions about your design decisions, how you handled trade-offs, and how you collaborated with others.

• Showcase Impact: Quantify your achievements whenever possible (e.g., "increased conversion by X%", "reduced customer support tickets by Y%").

Challenge Preparation:

• Understand the Context: If given a challenge, try to understand the underlying business problem or customer need it aims to address.

• Think Aloud: Articulate your thought process clearly. Explain your assumptions, the questions you'd ask, and the steps you'd take to solve it.

• Focus on Process: Demonstrate your problem-solving methodology rather than aiming for a perfect, polished solution under time pressure.

• Consider the Business: Frame your solutions in terms of business value and customer benefit, aligning with Metrobank's goals.

📝 Enhancement Note: The interview process will heavily scrutinize your design process and your ability to articulate the value of your work. Be prepared to discuss the "P11" methodology if it comes up.

🛠 Tools & Technology Stack

Primary Tools:

• Prototyping & Wireframing: Figma (highly probable), Sketch, Adobe XD, InVision.

• Design Thinking & Collaboration: Miro, Mural, Lucidchart (for journey maps, service blueprints, process flows).

• User Research & Testing: UserTesting.com, Lookback, Maze, or internal tools for conducting and analyzing user feedback.

Analytics & Reporting:

• While not a primary responsibility, familiarity with analytics platforms like Google Analytics, Adobe Analytics, or internal reporting dashboards will be beneficial for understanding user behavior and measuring design impact. CRM & Automation:

• Awareness of CRM systems (e.g., Salesforce, Microsoft Dynamics) and marketing automation platforms is helpful for understanding customer data flow and integrated experiences, though direct usage might be limited for a Service Designer.

📝 Enhancement Note: Proficiency in Figma is becoming a near-universal expectation for UX/Service Designers. Familiarity with tools for creating service blueprints and journey maps is also critical.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the needs of Metrobank's customers above all else.

• Integrity & Trust: Upholding the highest ethical standards in all design decisions and interactions, reflecting the core values of a financial institution.

• Innovation & Agility: Embracing new ideas, technologies, and methodologies to continuously improve products and services, even within a traditional industry.

• Collaboration & Teamwork: Fostering an environment where diverse perspectives are valued, and cross-functional teams work together effectively to achieve common goals.

• Efficiency & Excellence: Striving for high-quality outcomes and optimized processes that deliver value to both customers and the bank.

Collaboration Style:

• Cross-functional Integration: Actively engaging with stakeholders from various departments to gather requirements, present designs, and ensure alignment throughout the project lifecycle.

• Process Review Culture: Openness to iterative feedback, constructive criticism, and collaborative refinement of designs and processes.

• Knowledge Sharing: A culture that encourages sharing best practices, learnings, and insights across teams to foster collective growth and innovation.

📝 Enhancement Note: Metrobank's culture, as a major financial institution, will likely emphasize professionalism, reliability, and a strong ethical compass, alongside a growing emphasis on digital transformation and customer experience innovation.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Enterprise Processes: Adapting to the established processes, hierarchies, and decision-making cycles within a large financial institution.

• Balancing Stakeholder Needs: Effectively mediating and integrating potentially conflicting requirements from various business units and product teams.

• Translating Insights into Action: Ensuring that user research and insights are consistently translated into tangible design improvements that gain buy-in and are implemented effectively.

• Driving Change: Acting as a change agent to introduce and embed new design methodologies and a customer-centric mindset within a traditional industry.

Learning & Development Opportunities:

• Financial Services Design: Gaining specialized knowledge in designing for banking, payments, investments, and other financial products.

• Advanced Design Methodologies: Opportunities to deepen expertise in areas like strategic foresight, speculative design, or complex system design.

• Leadership Training: Developing skills in team management, project leadership, and strategic design thinking for career advancement.

• Industry Conferences & Certifications: Potential for attending relevant design or fintech conferences and pursuing certifications to enhance professional development.

📝 Enhancement Note: The primary challenge will be adapting design practices to the specific context of a large, regulated financial institution while driving innovation and a customer-first approach.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed. What was the problem, your approach, and the outcome?" (Focus on your end-to-end process, user research, and impact.)

• "How do you balance user needs with business requirements and technical constraints?" (Highlight your ability to find pragmatic solutions and manage trade-offs.)

• "How do you ensure consistency in customer experience across different touchpoints and channels?" (Discuss your experience with journey mapping, design systems, and cross-functional collaboration.)

• "What is your process for gathering and synthesizing user feedback to inform design decisions?" (Detail your research methodologies and how you translate insights into action.) Company & Culture Questions:

• "What do you know about Metrobank and its commitment to customer experience?" (Research their recent initiatives, digital transformation efforts, and brand values.)

• "How would you approach introducing new service design practices to a team that may be unfamiliar with them?" (Focus on collaboration, education, and demonstrating value.)

• "Describe a time you had to influence stakeholders to adopt a design recommendation they were initially resistant to." (Showcase your communication, persuasion, and data-driven argumentation skills.) Portfolio Presentation Strategy:

• Choose Wisely: Select 1-2 projects that best demonstrate your end-to-end service design capabilities, problem-solving skills, and tangible results.

• Structure Your Narrative: Clearly outline the problem, your role, the process (research, ideation, prototyping, testing), your specific contributions, challenges faced, and the impact/outcomes.

• Quantify Impact: Use data and metrics to demonstrate the success of your designs whenever possible.

• Be Prepared for Deep Dives: Anticipate detailed questions about your decision-making, the rationale behind your choices, and how you handled constraints or feedback.

• Showcase Collaboration: Highlight how you worked with Product Managers, engineers, and business stakeholders.

📝 Enhancement Note: Practice articulating your design process clearly and concisely. Be ready to discuss your methodology, your role in team projects, and how you measure the success of your designs.

📌 Application Steps

To apply for this Service Designer position at Metrobank:

• Submit your application through the official Metrobank Careers portal using the provided link.

• Curate Your Portfolio: Select your strongest, most relevant projects that showcase your service design process, problem-solving skills, and quantifiable impact. Ensure your portfolio is easily accessible (e.g., a personal website, Behance, or a shared drive link).

• Tailor Your Resume: Highlight keywords and responsibilities from the job description that align with your experience. Emphasize achievements related to customer experience, service design methodologies, prototyping, and stakeholder collaboration.

• Prepare Your Case Studies: Practice presenting your chosen portfolio projects. Be ready to articulate your process, rationale, challenges, and the measurable outcomes of your work.

• Research Metrobank: Understand their business, their recent digital initiatives, and their stated values, particularly regarding customer experience and innovation.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, especially regarding compensation and specific internal methodologies like "P11," should be verified directly with the hiring organization before making application decisions.