Lead Service Designer

WongDoody creates human experiences at 22 studios across 4 continents. We believe the future can be molded. And by shaping human experiences through creativity and tech, we work to build a future we believe in. 

For us, this starts with our own culture. We strive to create an inclusive environment where every human can bring their whole self to work. Our clients are brands we believe in, from global big players to local heroes to startups we love. With each of our partners, we embark on a journey of co-creation, pushing the boundaries of what's possible and exploring the space where creativity and tech meet. 

Our team of fun, welcoming, values-driven and collaborative problem solvers has one focus at the heart of everything we do: human experience. Human experiences are the touchpoints where brands connect with customers. And we transform businesses by developing engaging experiences using strategy, creativity, data and technology—all backed by the global technological power of Infosys. 

WongDoody Asia, where we elevate experiences and excel in UX, e-commerce, branding and communication. With a team rooted in local expertise and global insights, we craft tailored solutions for diverse markets. Our team, consisting of 600 digital experts, operates across 8 studios in Asia, driving exceptional results through varied perspectives. Beyond business, we ignite genuine brand connections, making us your dedicated partners in achieving transformative success across human experience, digital marketing, branding and communication, user design, and e-commerce realm 

We’re working on projects in Singapore, Hong Kong, Japan, Malaysia, Korea, Taipei, and so on. Our team thrives on user-centric inputs, we're a creative democracy where everyone has a voice, and we tackle diverse projects with a collaborative and innovative spirit. As we secure exciting new projects in Hong Kong, we’re looking to expand our team with top talent. 

What You'll Do 

As a Lead Service Designer, you’ll lead the creation of comprehensive, data-driven experiences for our clients. You’ll transform insights into actionable strategies, aligning business goals with user-centric designs. This role demands expertise in both service design and business analytics, ensuring that our solutions are innovative, data-backed, and scalable across diverse digital touchpoints. Your key responsibilities include:

• Translating client insights and business data into compelling service experiences, supported by a strong narrative. Creating customer journeys by capturing each touchpoint in the respective business area, ensuring alignment with the operating model and business processes.
• Experienced in preparing business proposals and case studies, with a passion for exploring the unknown and transforming insights into tangible assets. Able to collaborate effectively with Experience Designer, Visual Designer and Business Leader while also contributing independently.
• Collaborating with key stakeholders to define project scope, ensuring that both user needs and business objectives are met.
• A mastermind in user research, adept at crafting strategic design approaches by selecting the right methodologies—including user research, personas, journey maps, service blueprints, wireframes, prototypes, usability testing, and accessibility audits—and making data-driven recommendations through infographics, competitor analysis, and questionnaire, and survey.
• Developing high-quality presentations to articulate your ideas and deliverables.
• Utilizing business analytics to inform design strategies and measure the impact of service improvements on user behavior and business outcomes. 

What You're Like 

We’re looking for a self-driven Lead Service Designer with a keen interest in both design and business strategy. You thrive in complex, challenging environments and enjoy solving problems that blend user experience with business intelligence. You’re passionate about great user experiences and use both creative and analytical thinking to iterate and refine solutions. You value quality over quantity and understand that design is about the solutions you explore, not the number of screens you produce. Strong communication skills and attention to visual interaction details are essential. 

What we'd love to see  

• At least 12+ years of experience in Service Design, Product Design, or UX Design, with a strong focus on integrating business analytics into the design process.
• A portfolio showcasing problem-solving capabilities, with case studies that highlight your thought process, use of research summaries, data analytics, and final outcomes.
• Experience in face-to-face client interactions, presenting and defending your design decisions confidently.
• Business analytics skills: An understanding of how to use data insights to drive design decisions and measure success.
• Experience working within the WeChat ecosystem and designing WeChat Mini Programs or other digital products in China (experience in O2O service is a plus)
• Experience working with cross-functional teams to ensure that both user experience and business objectives are met. End-to-end project experience is a plus.
• Domain expertise in either retail customer experience, sports racing, or financial services is a plus
• A degree in design, business, or a related field. Applicants from other backgrounds with a strong portfolio, business acumen, and a drive to deliver excellent user experiences are encouraged to apply.
• Professional proficiency in both English and Mandarin, in reading, writing, and daily communication (Cantonese is a plus)
• The ability to navigate cross-cultural communication differences and adapt designs to regional preferences.
• This role is based in Hong Kong. A candidate who can be onsite in Hong Kong for at least 3 days per week will also be considered.

We care about your personality and professional skills. We don't care about your gender, age, nationality or appearance and are open to working with everyone. 

Please note: This is a job ad by WongDoody Limited (Taipei), a subsidiary of German-based WongDoody GmbH. Through our website or other sources, you may find job ads published by one of our WongDoody sister companies around the globe with whom we act jointly under the band “WongDoody”. For each job offer, only the entity is responsible, which has published the ad. Contact persons, required information and applicable terms may differ. You can inform yourself how WongDoody GmbH is processing your personal data provided in the application process here.

If you have any questions about application process, feel free to contact our People & Culture Team directly under yu-hua.kao@odt.net