Service Designer

Job Objective

As a Service Designer, you will understand, manage, and organize all the necessary elements of a service and help the user achieve their goal throughout their journey. This includes considering processes and channels to improve the end-to-end experience and deliver timely value.

You will reframe service challenges, articulate opportunities, define strategies, create concepts, and lead end-to-end service development, working hand in hand with other design profiles.

This vacancy is to work under the Talent Implant model at BBVA, as part of the Multiplica team.

Important note: As an essential requirement to apply, the candidate must not have an active or recent selection process with BBVA through another consulting firm.

Job responsibilities:

• Define the appropriate tools, methodology, and channels to address the project. Define guidelines for the design of products or services and generate a work plan, providing timely follow-up.
• Plan and conduct qualitative and quantitative user research: trends, benchmarks, surveys, user panels, and analysis of primary and secondary sources. Identify primary and secondary users and facilitate workshops with users, stakeholders, or the C-suite.
• Identify the project’s objectives and scope. Define strategies that address the needs of the business and its users. Support the business in structuring people-centered business models and making data-driven decisions (employees, customers, human resources, etc.).
• Ensure a human-centered design approach within the project. Evaluate proposed solutions and justify their contribution to business objectives from a user-centered design (UCD) perspective.
• Participates in brainstorming and developing alternative solutions to service design challenges. Collaborates with other departments or teams on co-designing services. Designs touchpoints, products, and content across the entire customer journey and all channels, and participates in prototyping solutions to service design challenges.
• Define and track metrics to measure service efficiency.

5 years of experience in:

• Service design tools: service blueprint, customer journeys, ecosystem map, stakeholder map, empathy map, customer lifecycles, service safari, business model canvas
• User research (qualitative and quantitative). Knowledge required to apply and control user research methodologies: shadowing, in-depth interviews, surveys, validation.
• Analysis and identification of risks and their possible solutions through prospective planning.
• Strategic user-centered design and Design Thinking. Ability to articulate concepts, facts, and hypotheses to make decisions while considering their future implications. Understands design holistically, impacting culture, organizational structure, people management, and change management through its practice.
• Tangibilization of concepts: The ability to work with abstract concepts and direct them towards design decision-making, generating solutions and courses of action, based on systemic and visual thinking.
• Business model: Knowledge of the principles of business model design, as well as its specific tools and techniques. Generates synergies between business objectives and customer experience.
• Behavioral Economics: Understand the cognitive and emotional elements involved in people’s decision-making process and apply them in your design practice.