Senior Service Designer

We are looking for a Senior Service Designer to be part of our Digital Experience team in Barcelona. As a Senior Service Designer at Nespresso HQ, you will be responsible for shaping and optimizing end-to-end service experiences that align user needs with business objectives. This role plays a key part in ensuring that products and services deliver seamless, meaningful, and human-centered experiences across digital and physical touchpoints.

By leveraging research, design thinking, and strategic insights, the Senior Service Designer collaborates with cross-functional teams to refine customer journeys, develop service blueprints, and improve operational efficiencies. The role requires strong problem-solving skills, stakeholder engagement, and a user-centered approach to drive service innovation within the organization.

Ultimately, the goal is to create impactful service experiences that enhance customer engagement, operational efficiency, and business success.

In this role, you will:  

Service & Experience Design Execution 

• Develop customer journey maps, service blueprints, and experience frameworks to enhance user engagement and satisfaction.

• Design and refine seamless, end-to-end service experiences across digital and physical touchpoints.

• Collaborate with cross-functional teams to implement human-centered service improvements that drive business impact.

User Research & Insights 

• Conduct qualitative and quantitative research to uncover user needs, pain points, and opportunities for service enhancements.

• Analyze user feedback and behavioral data to inform service improvements and strategic decisions.

Stakeholder Collaboration & Influence 

• Partner with product, technology, marketing, and business teams to align service design with business goals.

• Advocate for human-centered design principles and ensure service design is integrated into product and business strategies.

Measurement & Continuous Improvement 

• Define and track key service experience metrics (e.g., NPS, CSAT, usability scores) to assess the effectiveness of service initiatives.

• Continuously iterate and optimize experiences based on user insights and performance data.

Innovation & Continuous Learning 

• Stay informed on industry trends, emerging technologies, and best practices in service design.

• Promote design thinking, accessibility, and inclusive design to enhance service experiences and business outcomes.
• Mentor and provide guidance to junior and mid-level service designers, fostering a culture of continuous learning and improvement in areas such as persona development, targeting strategies, and advanced data analysis.

What we’re looking for:  

• Minimum of 8 years of experience in service design, UX design, experience strategy, or related fields.

• Expertise in service blueprinting, journey mapping, and design thinking methodologies.

• Strong experience in user research, prototyping, and usability testing.

• Ability to collaborate effectively in cross-functional teams and influence stakeholders.

• Proficiency in tools such as Miro, Figma, Figjam, and other service design software.

• Familiarity with project management and collaboration software platforms, like Jira and Confluence.

• Experience in Agile environments and collaborating with diverse teams.

• Skill in collecting and interpreting feedback.
• Experience in UX Research best practices and testing methodologies.

Extra Skills That Set You Apart:  

• Previous experience in Food & Beverage and Luxury Brand sectors.

• Experience designing for B2B, B2C, or omnichannel service environments.
• Excellent communication and presentation skills, with the ability to convey research findings to diverse stakeholders.

We Offer You:

We offer more than just a job. We put people first and inspire you to become the best version of yourself.

• Great benefits including competitive salary and a comprehensive social benefits package. We have one of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.

• Personal and professional growth through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.

• Hybrid working environment with flexible working scheme. Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen and areas to co-create network and chill!

• Recreation activities such as yoga, Zumba, etc. and a wide range of volunteering activities.