Service Designer

What will your responsibilities be in this position?

• Conduct research and analysis to understand customer needs, desires and expectations regarding the services offered by Kinghost;
• 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;
• 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;
• Develop 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. Identifying points of opportunity, measuring KPIs, conducting improvement experiments for new design proposals;
• 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;
• Support in the preparation of solution estimates, MVPs, development of digital products. Supporting your proposals based on the methodology adopted for the project and conveying its importance to the rest of the team;   
• Carry out the mapping and design of personas, user journeys and service blueprints;        
• Document and produce presentations and reports on the different phases of the project;
• Support the development of junior and senior people on the team, disseminating technical topics and market updates.

What knowledge and skills do we want you to have?

• Research and analysis methods;
• Information Architecture;
• Prototyping tools;
• Usability Testing;
• A/B testing;
• Design Thinking;
• Project management;
• Micro interactions.

Additional Information: 

• Food/Meal Voucher on Flash card;
• Transportation vouchers;
• PPR, according to annual negotiation;
• Life insurance;
• Bradesco Saúde Medical Assistance;
• Bradesco Saúde Dental Assistance;
• GymPass (subsidy for physical activity);
• Labor gymnastics;
• Extended maternity and paternity leave;
• ZenKlub (Mental health care platform);
• KingDay (a day off in the month of your birthday);
• Possibility of flexible hours;
• In-house career development programs.