Senior Service Designer

What are we looking for?

A Service Design Professional with 4 to 6 years of experience in service design or Customer Experience. Your advanced skills in journey mapping and blueprinting will be key to designing customer-centric strategies within a regulated context, integrating channels, business areas, and technology.

Join a collaborative environment where you will be challenged to facilitate shared understanding and make continuous improvement initiatives tangible, significantly transforming the comprehensive delivery of our services.

Responsibilities

• Create, maintain, and evolve journeys and service blueprints with an end-to-end customer-centric perspective.
• Facilitate workshops and alignment sessions with business, product, channel, and technology areas to build a shared understanding.
• Synthesize secondary information, metrics, and reports to keep journeys up to date.
• Collaborate with the Research team to delve deeper into the research and findings when the service requires it.
• Propose specific continuous improvement initiatives and regularly monitor their progress.
• Document and maintain a structured repository of journeys under the CoE’s methodological standards.

Requirements

• Education: University degree in Design, Business Administration, Psychology, Sociology, Communication, Marketing, or related fields. Specialization in Service Design, CX, Journey Mapping, Design Thinking, or Agile is valued.
• Experience: 4 to 6 years in Service Design, Customer Experience, or service design. Previous experience in banking, financial services, regulated industries, or digital transformation is a plus. Required English level: advanced reading, intermediate speaking, and basic writing. Hybrid work model, with in-person attendance 3 times per week at the La Previsora ​​Building.

Technical Knowledge

• Journey mapping and service blueprinting (advanced domain)
• Figma, Miro, Mural or equivalent tools
• Responsible application of Artificial Intelligence for structuring, synthesizing, and documenting services