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Design end-to-end service experiences and customer journeys for retail lending products within a banking transformation program. Create service blueprints and conduct customer research to align business goals with seamless user experiences.
Requires at least 6 years of experience in service or CX design, specifically within banking or fintech. A bachelor's degree in Design, HCI, or Business and proficiency in tools like Figma and Miro are required.
ACG3666JOB Our client is looking for a talented candidate to support service designer, including:
We are seeking a Senior Service
Designer to join a large-scale retail banking transformation program delivered
for a major Vietnamese bank in partnership with a leading consulting firm. The
role designs end-to-end service experiences for retail lending products,
spanning secured products (Mortgage, Business Loan) and unsecured products
(Personal Loan, Overdraft, Credit Card).
Embedded in the Customer Journey
workstream and working onsite alongside the consulting partner and the Client's
teams, the Service Designer turns customer needs and business goals into
seamless, high-touch and high-tech journeys, delivered through an Agile,
squad-based model focused on MVP journeys with measurable commercial impact.
Beyond journey and interface
design, the role also translates future-state journeys into practical business
change, working with Product, Risk, Operations, and the CRM/Data teams to
identify the operating-model, process, and system implications needed to make
each journey work end to end.
2. Key Responsibilities
2.1 Service
Design & Journey Mapping
• Design end-to-end service
experiences and customer journeys for secured and unsecured retail lending
products.
• Build service blueprints that
connect front-stage customer interactions with back-stage processes, systems,
and people.
• Map current-state and
future-state journeys across digital and assisted (RM and branch) channels.
2.2 Customer
Research & Insight
• Plan and run qualitative and
quantitative research to uncover customer needs, pain points, and
opportunities.
• Develop personas, journey
maps, and insight artefacts that align teams around the customer.
• Validate concepts through
usability testing and iterative feedback loops.
2.3 Solution
& Prototype Design
• Translate insights into
service concepts, prototypes, and MVP designs for prioritized journeys.
• Partner with UI/UX designers,
business analysts, and the Product Owner to move from concept to build.
• Ensure designs reflect retail
lending mechanics and the Client's risk and regulatory requirements.
2.4
Cross-functional Collaboration & Delivery
• Work within an Agile squad to
deliver designs through a build, test, and iterate cycle.
• Facilitate co-design
workshops with business, technology, and the consulting partner.
• Align with the Client's
product, risk, and operations teams to ensure feasibility and adoption.
Key deliverables for this role include:
• Customer journey maps and
service blueprints for prioritized journeys.
• Personas and validated
customer insight artefacts.
• MVP journey definitions and
an opportunity backlog for future iterations.
• Business requirement inputs
to support build and implementation.
3.1 Experience
& Education
• Minimum 6 years in service
design, CX design, or product design, including senior or lead-level ownership
of design outcomes.
• Demonstrated experience
designing journeys for Banking, Financial Services, or fintech products.
• Direct experience with retail
lending products (mortgage, consumer loan, credit card, overdraft) is strongly
preferred.
• Bachelor's degree or above in
Design, Human-Computer Interaction, Business, or a related field.
3.2 Technical
Skills
• Mastery of service design
methods: service blueprinting, journey mapping, and design thinking.
• Proficiency with design and
collaboration tools (Figma, Miro, Adobe XD or equivalent).
• Strong research and
prototyping skills, including usability testing and experimentation.
• Solid understanding of retail
lending product mechanics and end-to-end origination flows.
3.3 Soft
Skills
• Strong storytelling: able to
present design rationale clearly to non-technical and senior stakeholders.
• Confident facilitation of
workshops and co-design sessions across business and technology.
• Business-oriented mindset,
connecting design work to commercial and customer value.
• Good English communication
(working directly with the consulting partner).
4. Nice to Have
• Experience designing credit
or lending products end-to-end.
• Awareness of consumer lending
regulations and data privacy (PDPL) requirements in Vietnam.
• Experience working with
consulting firms or in onsite / body-leased delivery models.
• Exposure to modern AI /
LLM-enabled design and research tooling.
• Competitive compensation
package commensurate with a Senior Service Designer profile.
• 13th-month salary plus
performance-based bonus.
• Full statutory insurance
(social, health, unemployment) per Vietnamese labor law.
• Opportunity to work on a
flagship transformation program with a leading global consulting partner and a
tier-1 Vietnamese bank.
• Hands-on ownership of
end-to-end service design for retail lending journeys within a flagship
transformation program.
• Professional growth through
exposure to Agile, consulting-grade delivery standards.
• A collaborative,
high-performance, and supportive working environment.
We are a boutique HR consulting firm in SEA with a vision to "Connect Minds & Beyond"
Our vision is "To be the leading consulting firm in South East Asia, focused on leveraging human elements and technology to lead our partners towards higher growth and performance together with joy"
Offices: Hanoi & HCMC, VN
There are currently 418 open technology positions in Hà Nội, Vietnam listed on Clera. New openings are added daily as companies post roles.
Companies currently hiring include VINFAST, Techcombank (TCB), Aloha Consulting Group, Cisco, GFT Technologies, among others. Browse the listings above to see every active employer.
Yes — 71 of the 418 open technology positions offer remote or hybrid work (22 remote, 49 hybrid).
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