SERVICE DESIGN LEAD

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Service Design Lead is expected to improve customer and employee experiences by researching user needs, mapping end-to-end journeys, identifying service gaps, and designing practical solutions across Metrobank’s channels and operations. Requirements typically include a bachelor’s degree in design, business, technology, psychology, or a related field; several years of experience in service design, UX, customer experience, product development, or innovation; and strong knowledge of design-thinking methods, journey mapping, research, prototyping, and workshop facilitation. The candidate should be comfortable working with senior stakeholders and multidisciplinary teams, translating insights into measurable improvements, and balancing customer needs with business, regulatory, and operational requirements.

About the employer

Metropolitan Bank & Trust Company, commonly known as Metrobank, is one of the Philippines’ largest universal banks. Established in 1962, it provides retail and corporate banking, consumer finance, investment banking, treasury, wealth management, and digital financial services to individuals, businesses, and institutions. The bank serves customers through a nationwide branch and ATM network, digital platforms, and specialized financial subsidiaries. Metrobank is known for its strong presence in corporate and commercial banking and continues to invest in technology, customer experience, data, and modern banking solutions. Its headquarters are in Makati City, Metro Manila. Employees typically work in a structured financial-services environment where risk management, regulatory compliance, collaboration, service quality, and innovation are important. The organization offers opportunities for professionals who want to build careers in banking while contributing to the digital transformation of a major Philippine institution.