სერვის დიზაინერი - მომხმარებელთა გამოცდილების დეპარტამენტი

About the role

The Service Designer will join the Customer Experience Department of TBC Bank to shape and improve the bank’s service standards using data analysis, AI and digital products. You will work closely with Agile teams to ensure that every decision puts the customer first.

Key responsibilities

• Define and measure key characteristics of optimal customer experiences.
• Organise and analyse customer satisfaction surveys, delivering actionable recommendations to the team.
• Identify service flaws and propose improvement opportunities.
• Collaborate with Agile squads on user‑experience issues.
• Prepare reports and presentations for senior management.
• Champion the customer’s interest in all decision‑making processes.

Required profile

• Empathetic and convinced that customer‑oriented decisions drive long‑term business success.
• Energetic, motivated and ambitious with strong project planning and management abilities.
• Proven analytical and problem‑solving skills, comfortable working with data and databases.
• Excellent teamwork and communication skills, able to coordinate across multiple units.
• Self‑organised, able to work in Agile environments and manage priorities independently.

Required skills

• Higher education, preferably a Master’s degree in Business.
• At least 1 year of project‑management experience and 3 years in sales, marketing or customer‑care.
• Knowledge of banking service specifics.
• Basic proficiency in Microsoft Excel and statistical analysis.
• Competence with office tools such as PowerPoint.
• Good command of English.
• Familiarity with AI tools and modern technologies.