Service Designer

About the Job

Do you dare to make a difference in the financial industry? At Bci we are changing the way banking is done, and we want you to be the protagonist of this reinvention.

Main Mission: Design and evolve the end-to-end customer experience, aligning the strategic vision of the business with operational reality (front & back), ensuring a unified, seamless, omnichannel, and unforgettable brand experience across all products and channels.

In this role you will have the opportunity to:

• Research customers and the market: Lead qualitative and quantitative research processes (research, ethnographies, interviews, surveys) to connect with user needs and pain points.
• Analyze trends and benchmarking: Conduct national and international comparative analyses to discover new service models and innovation opportunities.
• Map and design experiences: Map customer journeys (AS IS and TO BE) and structure service architecture (Service Blueprints), integrating frontstage and backstage perspectives.
• Facilitate co-creation spaces: Design and lead workshops and collaborative sessions with multidisciplinary teams and key stakeholders (Products, Segments, Channels, Operations, IT, Marketing).
• Ensure brand consistency: Propose user-centered solutions aligned with the brand’s voice, tone, style, and ecosystem.
• Prototype and test concepts: Apply prototype testing and usability methodologies to validate the integration of Phygital (physical + digital) experiences.
• Monitor impact: Continuously review experience and business indicators to evaluate designs and identify opportunities for improvement.
• Drive implementation: Enable business development by generating and prioritizing backlogs to guide MVP phases.
• Innovate with Artificial Intelligence: Integrate AI tools and agents as accelerators of operational efficiency in research and design processes.

Work Modality: Hybrid – 4 remote days per week.

To succeed in this position, you need:

• Education: Professional degree in Design, Sociology, Engineering, or related fields.
• Solid experience (minimum 2 years) leading qualitative and quantitative research (User/Customer Research), designing flows, processes, and customer journeys (AS IS and TO BE), and designing/interpreting Service Blueprints (minimum 1 year).
• Knowledge of qualitative methodologies (Service Safari, participant observation, interviews, focus groups) and quantitative methods.
• Experience working with agile frameworks (Scrum, Kanban).
• Proficiency with facilitation tools, data analysis, and active use of AI agents in research.
• Key Skills: Assertive communication, analytical thinking, decision-making autonomy, influence, and teamwork.

It’s even better if you have:

• Postgraduate studies, diplomas, or international certifications in Service Design.
• Knowledge in designing and optimizing process flow architectures (backstage).
• Proficiency in English.
• Intermediate/advanced knowledge in analytics and database management.

Conditions:

• Permanent contract.
• 4 remote days and 1 on-site day per week.