Service Development Specialist

Job Purpose

Key Responsibilities

• Prepare and update customer journey maps to identify customer needs, pain points, service gaps, and improvement opportunities.
• Support in business process reengineering by reviewing current processes, identifying inefficiencies, and proposing improved workflows.
• Contribute to the design and enhancement of digital services, ensuring services are user-friendly, efficient, and aligned with government digital transformation standards.
• Prepare and maintain service design documents, including service flow, customer touchpoints, process steps, roles and responsibilities, and improvement recommendations.
• Use appropriate service design tools to develop service blueprints, journey maps, process maps, and improvement plans.
• Monitor and analyze service performance indicators, customer feedback, service quality results, and operational performance reports.
• Coordinate with internal departments and stakeholders to collect requirements, validate service improvement initiatives, and follow up on action plans.
• Support the implementation of service enhancement initiatives and track progress against agreed timelines.
• Prepare presentations, reports, dashboards, and documentation using Microsoft Office tools.
• Ensure all proposed service improvements are aligned with customer-centricity, efficiency, compliance, and FTA service standards.

Qualifications

• Bachelor's degree in Business Administration, Management, Industrial Engineering, Service Design, Digital Transformation, or any related field.
• Certification or training in service design, customer experience, business process management, Lean Six Sigma, or digital transformation is an advantage.

Experience

• Minimum 3 to 5 years of experience in service development, customer experience, business process improvement, service design, digital services, or related fields.
• Previous experience with government entities, semi-government entities, or customer-facing service environments is preferred.
• Experience in preparing service design documents, customer journey maps, process flows, and performance reports is highly preferred.

Required Technical Skills

• Service Design Documentation

• Service Blueprinting and Process Mapping

• Service Performance Measurement

• Microsoft Office, especially Excel, PowerPoint, Word, and Outlook
• Reporting and presentation preparation
• Stakeholder coordination and requirement gathering

Required Soft Skills

• Strong problem-solving skills
• Negotiation and communication skills
• Customer-centric mindset
• Proactive thinking and initiative
• Analytical thinking
• Attention to detail
• Ability to work with multiple stakeholders
• Ability to work under pressure and meet deadlines
• Professional written and verbal communication skills