Service Designer

We are a digital solutions company for technology professionals and entrepreneurs, a reference in website hosting, founded in 2006 in the city of Porto Alegre. Currently, I am investing in portfolio diversification to simplify the relationship with technology for people with or without technical knowledge. With services that range from cloud computing to tools that optimize the positioning of websites in online search engines, the company has a base of more than 65 thousand customers and 300 thousand websites hosted on its platform. KingHost is recognized by Reclame Aqui with the RA1000 seal and the best rating among the main digital solutions companies.

For nine consecutive years (2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020 and 2021), we were elected as one of the 100 best companies to work for in the IT and Telecom segment in Brazil. In 2018, for the first time we were among the best companies to work for on the national list, occupying 22nd position and in 2020, we again entered the ranking, occupying 18th position and in 2021, 22nd position. This position was achieved through a survey carried out by Great Place to Work®. 

It’s very #ProuddeserKing, right? 

Our culture is guided by 6 values:

    Commitment

    Simplicity

    Excellence

    Integrity

    Gratitude

    Evolution 

Main responsibilities:

• Customer Needs Research and Analysis: Conduct research and analysis to understand customer needs, wants and expectations regarding the services offered by KingHost. This may involve conducting interviews, questionnaires, data analysis and other research techniques.
• Engage with customers, partners and other external stakeholders to gain insights and feedback on the customer experience. Use this information to continually improve the customer experience.
• Customer journey mapping and design: Identify and map all interactions and touchpoints between the customer and KingHost services. Create a visual representation of the customer journey, highlighting critical moments and opportunities for improvement.
• Prototyping and service design: developing prototypes of new services or improvements to existing services, taking into account insights obtained from research and customer journey mapping. Test and iterate these prototypes to ensure they meet customer needs.
• Work closely with internal teams to ensure integration of customer-centric service solutions. Coordinate efforts and ensure that all teams are aligned with the strategic vision of the customer experience.
• Define and track metrics and key performance indicators related to customer experience. Analyze data and feedback to identify areas for improvement and opportunities for service innovation.
• Establish standards and guidelines for delivering customer-centric services, ensuring consistency and quality across all touchpoints. Document processes, workflows and best practices to guide the team and promote a culture of service excellence.
• Stay up to date with trends and innovations in the area of ​​service design and customer experience. Research and evaluate new approaches, methodologies and technologies that can improve KingHost’s service offering and provide an exceptional customer experience.

Essential Knowledge and Skills

• Research and analysis methods
• Information Architecture
• Prototyping Tools
• Usability Testing
• A/B tests
• Design thinking
• Design System
• Project management
• Microinteractions
• Ability to communicate complex ideas clearly and persuasively

Differences

• UX Writing
• Branding
• Knowledge of the SaaS, infrastructure and/or hosting market

Desired experience

• Experience as a Service Designer
• Experience in teams with lean development and agile methods
• Experience facilitating and applying Design Thinking
• Experience in teaching courses or lectures is desirable

Desired training

• Complete higher education in Design, technology courses, administration or related areas.
• Postgraduate degree in progress or completed is a plus.