Senior Service Designer

We are looking for a Service Designer person to compose the CRM/Loyalty Tribe, together with the Design & UX team, responsible for investigating and analyzing our services in all our service and sales channels, regarding the company’s Loyalty program, in order to capture and document insights based on a user-centric approach.

The main responsibility of this professional will be to understand and analyze the customer journey between Renner, Camicado, YouCom, Ashua and Realize brands, identifying which gaps must be resolved by building a loyalty program.

MAIN RESPONSIBILITIES

• Deeply understand the strategic definition process within the product teams, knowing the design role well and interacting when necessary;
• Collaborate with POs, leaders and other areas, being a spokesperson for the user’s perspective, ensuring that everyone is seeking achievable, measurable and impactful goals;
• Create initiatives for mapping and analyzing the company’s ecosystem, identifying points of friction and opportunity with regard to the loyalty program;
• Conduct different types of secondary data research, such as benchmarking and internal data, observing opportunities for change in processes and services;
• Support the implementation of strategies and methodologies for the company’s UX team;
• Build different UX artifacts such as user journey, service blueprint, stakeholder map, among others, together with the UX team based on customer needs and key market opportunities;
• Establish which research methodologies are applied/most appropriate throughout the Design process;
• Translate the insights and information gathered into consistent and aggregating reports for stakeholders;
• Support the development of interfaces for the loyalty portal and the construction of the mapping of brand integrations with digital channels, together with other members of the Design & UX team;
• Be aware of market movements and innovation, in order to connect with business strategies and objectives;
• Collaborate with the dissemination of research culture consistently, both within the Design & UX team and in other areas.

REQUIREMENTS AND SKILLS

• Experience and domain in agile development environments;
• Knowledge of UX techniques for research, development and validation stages;
• Analytical and proactive profile: makes use of facts and data to guide decisions, manages to act without waiting for assignments from above and knows how to self-manage;
• Active listening and empathic vision;
• Ability to create high-level presentations, to share results or relevant information to the team;
• Experience with loyalty or benefits program;
• Have experience in creating low-fidelity prototypes;
• Contact with analysis of trends and innovations.

ADDITIONAL INFORMATION

Possibility of remote actuation.