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

• Prepare and update customer journey maps to identify customer needs, pain points, service gaps, and improvement opportunities.
• Support 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, ef...