Service Designer

Responsibilities:

• Lead end-to-end Service Design initiatives, from discovery activities to definition, prototyping, and validation of service solutions.
• Facilitate co-creation, ideation, and strategic alignment workshops with stakeholders across different areas of the organization.
• Map and analyze current and future customer journeys, identifying gaps, improvement opportunities, and critical experience points.
• Structure and evolve strategic Service Design artifacts, such as:
  • Customer Journey Maps
  • Service Blueprints
  • Ecosystem Maps
  • Personas
  • Value Propositions
• Develop and test prototypes of service solutions, considering digital, operational, and physical interactions.
• Translate insights from qualitative research, experience data, and behavioral analysis into strategic drivers for new services or journey improvements.
• Act as an integration link between business, technology, product, UX, and operations, ensuring feasibility and implementation of proposed solutions.
• Structure hypotheses, experiments, and validation cycles in innovation initiatives focused on customer experience.
• Communicate concepts, solution proposals, and strategic directions clearly and visually to different organizational levels.
• Contribute to the evolution of organizational maturity in Customer Experience and Service Design.

Requirements:

• Proven experience as a Service Designer, CX Designer, UX Strategist, Design Strategist, or related roles.
• Practical experience conducting workshops and facilitating multidisciplinary collaborative processes.
• Experience structuring discovery, ideation, and definition processes for new services or digital products.
• Mastery of user-centered design and innovation methodologies, including:
  • Service Design
  • Design Thinking
  • Human-Centered Design
  • Double Diamond
• Experience creating and using Service Design artifacts to support strategic decision-making, such as journey maps and service blueprints.
• Ability to prototype and validate service solutions in digital, operational, and omnichannel contexts.
• Experience working in multidisciplinary teams involving product, technology, data, CX, and operations.
• Familiarity with collaborative and design tools such as Miro, FigJam, Figma, Notion, or equivalents.
• Experience in agile and highly collaborative environments.

What We Expect from This Position:

We expect a professional capable of taking the lead in building and evolving experience solutions, structuring complex problems, mobilizing different areas of the organization, and transforming insights into concrete services that generate positive impact for customers and business results.

Further details will be provided during the technical interview with the client.