Senior Service Designer

We are looking for a Service Designer with strong seniority and leadership in project management, capable of transforming client and business needs into viable, desirable, and scalable service solutions.

The professional will be responsible for structuring and leading end-to-end service design initiatives, from deep problem understanding to solution validation with stakeholders and users.

Responsibilities

• Lead end-to-end Service Design processes, from discovery to solution definition and validation.
• Facilitate co-creation, ideation, and strategic alignment workshops with stakeholders from different areas.
• Map and analyze current and future customer journeys, identifying gaps, opportunities, and critical experience points.
• Create and evolve service design artifacts such as Customer Journey Maps, Service Blueprints, Ecosystem Maps, Personas, and Value Propositions.
• Develop and test service solution prototypes, both in digital environments and in physical/operational interactions.
• Translate research insights and experience data into strategic drivers for new services or journey improvements.
• Act as a facilitator between business, technology, UX, and operations teams, ensuring solution feasibility and implementation.
• Take ownership in leading CX innovation projects, structuring hypotheses, experiments, and validations.
• Communicate concepts and solution proposals clearly and visually to different organizational levels.
• Support the evolution of Customer Experience and Service Design maturity within the organization.

Requirements

• Proven experience as a Service Designer, CX Designer, UX Strategist, or similar roles.
• Practical experience in conducting workshops and facilitating collaborative processes.
• Experience structuring discovery and ideation processes for new services or digital products.
• Mastery of methodologies such as Service Design, Design Thinking, Human-Centered Design, and Double Diamond.
• Experience creating Service Design artifacts (journey maps, service blueprints) to guide strategic decisions.
• Ability to prototype service solutions in both digital experiences and operational/physical interactions.
• Experience working with multidisciplinary teams (product, technology, data, CX, and operations).
• Familiarity with tools such as Miro, FigJam, Figma, Notion, or similar.
• Experience in agile and collaborative environments.

Differentials

• Previous experience in Customer Experience or digital transformation projects.
• Experience with AI-based or automated service solutions.
• Participation in service innovation projects or creation of new digital products.
• Experience in complex corporate environments or design consultancies.
• Intermediate or advanced English