Service Development Specialist

Job Title: Service Development Specialist / Service Design Specialist
Department: Service Development Department

Job Purpose

The Service Development Specialist will support the Service Development Department in improving, redesigning, and enhancing customer services and internal processes. The role focuses on customer journey mapping, business process reengineering, digital service design, service documentation, and service performance improvement to ensure efficient, customer-centric, and high-quality service delivery.

Key Responsibilities

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

Requirements

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

The candidate should have experience or strong knowledge in:

• Customer Journey Mapping
• Business Process Reengineering
• Digital Service Design
• 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