Senior Service Designer

Matilha Estúdio
We are looking for an experienced and qualified Senior Service Designer to plan and lead service research, create and test service hypotheses, conduct handoffs to specify service requirements and processes to multidisciplinary teams, lead the execution of implementation roadmaps, and provide strategic direction to the design team. This professional must communicate complex concepts in an engaging and effective manner. He/she will support the sales department and the project department to plan service design projects, as well as participate in project sales meetings.
RESPONSIBILITIES
- Lead the mapping of complex journeys and guide the team in developing services that respond to complex and multi-channel scenarios. Plan research using mixed methods.
- Analyze qualitative and quantitative data through data triangulation to guide strategic design decisions, leveraging insights to maximize impact on service design.
- Build service hypotheses.
- Plan and execute testing of service models using prototypes or pilots.
- Perform service handoffs using SRDs.
- Lead and provide guidance to multidisciplinary teams.
- Communicate complex design concepts in an engaging way, using storytelling and design artifacts to influence internal stakeholders and clients.
- Plan and facilitate the execution of immersion, alignment and validation workshops, with a focus on services.
Requirements
- Degree in design, service design, interaction design, or related field.
- Understand the difference between design thinking, user-centered design and systemic design (we do not use Design Thinking, Double Diamond or any cake recipe).
- At least 6 years of experience in service design or related field.
- Knowledge of management and business language (business acumen) is mandatory.
- Proven experience in leading complex journey mapping initiatives, ecosystem maps, stakeholder maps and building AS IS and TO BE service blueprints.
- Knowledge of service theory (Frameworks, service experience principles, etc.).
Demonstrated ability to use macro-systemic thinking to understand contexts of use and to analyze journeys (journey constellation). - Basic knowledge of other problem-solving approaches in services such as Lean, Six Sigma, TOC, Kaizen.
- Strong data analysis skills and strategic application of insights into design decisions, combining quantitative and qualitative analysis (statistics skills are a plus).
Ability to lead teams and provide effective design guidance. - Proficiency in communicating complex ideas and storytelling, with experience in influencing senior leadership and other stakeholders.
- Ability to build and validate service design deliverables such as SRD (Service Requirements Document), roadmaps, project portfolio, service business model canvas, proofs of concept, full-size prototypes.
- Ability to prototype physical environments and artifacts to test service proof of concepts.
Intermediate knowledge of techniques used in UX Design (card sorting, usability testing, heuristic analysis, content inventories, competitive benchmarking, digital product prototyping, A/B testing, building PRDs for handoffs). - Deep knowledge of inclusive design and accessibility practices, promoting products and services that serve all users.
- Knowledge of communication and handoff for development teams is mandatory.
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