Senior Service Designer

The Role   

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 complex end-to-end service experiences that align user needs with business objectives, both B2C & B2B spectrums. 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, leadership and mentoring of other service designers and researchers, stakeholder engagement and management, and a user-centered approach to drive service innovation within the organization.

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

In this role, you will:   

 Service & Experience Design Execution  

• Develop customer journey maps, service & process 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.

• Lead and mentoring of small teams while on program or during any design challenge,

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.

• Identify clear strategic and business opportunities from research insights.

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.

• Ensure design thinking progress and critical thinking growth within your team members

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.

• Ability to lead complex programs, projects and teams while keeping a positive environment and way of work.

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

• Proficiency in facilitating research, ideation, synthesis and conclusions during the design process. Proficiency in a various range of tools to prompt critical / lateral thinking and co-creation.

• 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.