Senior Service Designer UX/UI

At Personal Pay, we are looking for a Senior Service Designer with experience in the design and orchestration of digital and physical services, who can connect the user experience with internal business processes. Their mission will be to help us design and evolve our financial services with an end-to-end perspective, ensuring consistency, scalability, and value for both customers and the business.

We are looking for protagonists who are willing to:

• Design and optimize end-to-end multi-channel journeys that connect our digital and physical assets, ensuring a seamless experience across all assets of the Personal Pay Fintech ecosystem with the Personal Core.

• Map, document and improve business processes linked to our financial services, identifying points of friction and opportunities for innovation.

• Build and maintain Service Blueprints, Customer Journeys, Ecosystem Maps and Stakeholder Maps to align teams and decisions.

• Apply strategic frameworks such as Business Model Canvas and Value Proposition Canvas in the design and evaluation of services.

• Collaborate closely with Product Owners, UX Designers, UX Researchers and Business Owners to define comprehensive experiences with a focus on the customer and the business.

• Work together with business, operations, marketing, technology and customer service areas to ensure the feasibility, scalability and consistency of services.

• Incorporate performance and satisfaction metrics (NPS, CES, SUS, conversion, churn) into your analysis for service design to evaluate impact and opportunities for improvement, always with an E2E focus.

• Facilitate collaborative workshops with stakeholders for the co-creation and prioritization of initiatives.

• Contribute to the service-centered design vision within our work processes, promoting practices and standards that consolidate the Service Design discipline as part of the work culture.

And they have these experiences and skills:

● Degree in Service Design, Industrial Design, Experience Design, Business Administration, Engineering, or related field.
● Minimum of 5 years of experience working in service design, digital product design, or innovation consulting.
● Proven experience in creating Service Blueprints, Customer Journeys, and service prototypes ( Required ).
● Proven experience contributing to both production services and the design of new services ( Required ).
● Experience working in fintech, telecommunications, or financial services contexts ( Desired ).
● Intermediate proficiency in tools such as Miro, FigJam, Figma, Jira, and Confluence.
● Skills in facilitating workshops and communicating with different areas of the business.
● Autonomy, systems thinking, initiative ( Essential ), and the ability to work collaboratively in highly dynamic environments.