Service Designer

Main responsibilities:

• Analyze and correlate Customer Satisfaction indicators and Operational Indicators to prioritize problems to be resolved.
• Map current conditions of operational and digital processes (Customer Journey), identifying quality waste, operational inefficiencies and disruptions.
• Base analyses and decision-making on data and statistical considerations.
• Carry out investigations in different business areas to identify the root cause of the problems analyzed.
• Define future visions of operational and digital processes, considering the solution of waste, inefficiencies and disruptions in the Customer journey. Propose changes in the customer journey with freedom and strategic vision.
• Conduct discovery agendas to design solutions and strategies that meet the needs of the business and the Client.
• Build action plans to implement improvements, ensuring governance and compliance with other areas involved.
• Perform assisted operations after implementing new processes, services or products, formalizing documents and defining success indicators for Continuous Improvement.
• Interact with different areas of the business to negotiate work fronts and integrate solutions.
• Create presentations and reports to interested areas and leaders to monitor status.

Technical knowledge:

• Quality management tools, problem solving and process mapping (PDCA, Waste, Quality, Statistics Concepts, BPMN and related).
• Knowledge of Customer Voice indicators and tools for understanding, designing and improving their journey.
• Tools for Project Management (Waterfall/Scrum) and ability to implement theoretical concepts into practice.
• Excel (intermediate to advanced level) for manipulating databases and building analyses.
• PowerPoint for creating reports and presentations for different hierarchical levels.

General Knowledge and Skills:

• Professional with experience and focus on building/customizing processes/products with operational and digital interactions;
• Genuine proactivity and interest in building new initiatives and solving problems.
• Logical and analytical capacity for correlating indicators and presenting critical analyses.
• Routine organization oriented towards routine and project organization tools.
• Ease of communication with different organizational levels and negotiation skills to identify needs, collect deliveries and remove obstacles.
• Availability to be present at the company’s headquarters (hybrid routine), airports, CRC, etc., with the possibility of travel.
• Intermediate English, with the ability to read, understand articles and communicate verbally.
• Resilience, good interpersonal relationships, initiative, good communication, teamwork, active listening and being a proactive person.

Additional Information:

• Professional with history and experience in process management and innovation.
• Strong interaction with customers, SAC, NPS and Reclame Aqui, with insight into operational pain points.
• Focus on customer pain, building analyses based on internal indicators.
• Experience in running PDCA, interacting with technology and operational teams, and monitoring the product development cycle.
• Ability to perform value chain analysis of customer analysis indicators.
• The objective is to detect problems and pains, understand the root cause, carry out discovery with the areas involved and provide solutions.
• Complete professional, with skills from A to Z, and interaction with different areas of the company.

We are looking for people who:

• They know how to work as a team and have ease in communicating
• They are passionate about product design, like us
• They like to question with the purpose of moving the action forward
• They see “ahead of time” and pay attention to detail
• They are curious and are not afraid to venture into innovations.