Agency / Consultancy
Lead Service Designer
Full Time
Thoughtworks
Job responsibilities
- You will play an active, strategic role in the delivery and design of complex technology projects, using advanced research to translate operational realities into clear opportunities for efficiency.
- Lead strategic research initiatives to map intricate processes and journeys, identifying friction points, technical debt, and waste to drive C-Level decision-making.
- You will facilitate high-stakes workshops and lead the creation of master Service Blueprints grounded in deep contextual analysis and stakeholder evidence.
- Behind the scenes, you will apply rigorous research methods—from contextual inquiry to moderated interviews—to translate business metrics into tangible design improvements.
- Design and implement unique strategies for products and services, balancing user experience (UX) with a strong focus on business efficiency and Lean Service Design.
- Set up inspiring design hypotheses and low-fidelity prototypes—ranging from storyboards to role-playing—to test and validate service ecosystems through user testing.
- Ensure that project scope, strategic risks, and efficiency gains are regularly assessed and communicated to all actors in the stakeholder ecosystem based on research findings.
- Balance client expectations and project feasibility by clearly communicating the value of experience design deliverables and evidence-based insights.
- Extend your expertise to teammates by providing on-the-job training in advanced research methods, Lean Service Design, and Design Thinking.
- Advocate service design expertise to the broader community, demonstrating how research-driven insights bridge the gap between user needs and organizational performance.
Job qualifications
Technical Skills
- Expertise in Strategic Research, with a hands-on profile for leading contextual inquiries, moderated interviews, and user testing to diagnose complex organizational challenges.
- You’re an expert in Service Design, specializing in bridging the gap between complex processes and seamless experiences through Service Blueprints and Master Journey Maps.
- Data-driven diagnostic skills, with the ability to employ different research methods to identify operational friction and translate findings into strategic roadmaps.
- Proven ability to translate business metrics and C-Level objectives into design requirements, ensuring that every service intervention delivers measurable ROI.
- Advanced mastery of Lean Service Design and Design Thinking, with the capability to validate service ecosystems through rapid prototyping and experimentation.
- Expertise in Stakeholder Mapping and Ecosystem Analysis, allowing you to navigate and influence the intricate web of actors and systems that define service delivery.
Professional Skills
- You are proficient in Spanish and English (Advanced Spanish and Upper Intermediate English).
- You bring a highly strategic and unique approach to product and service design, with proven experience in influencing C-Level stakeholders through evidence.
- A natural knack for articulation and facilitation, capable of gaining trust and ensuring buy-in by presenting clear, research-backed insights.
- A passion for research-driven problem solving, always looking for ways to reduce waste and improve service delivery through continuous discovery.
- You’re happy to lead complex projects solo or collaborate with multidisciplinary teams to deliver high-impact strategic roadmaps based on user and business needs.
- A keen interest in mentoring others, helping the design team grow their capabilities in research, strategic thinking, and business alignment.
- You can easily liaise between business goals and design execution, ensuring consistency in quality and the achievement of measurable, data-backed results.
- A passion for contributing to the experience design community through peer reviews, expanding the team’s understanding of research-led service excellence.
Location
Ecuador
Type
Full Time
Industry
Agency / Consultancy
Job Details
Date Posted
06/03/2026
Status
Active
Location
Ecuador
Industry
Agency / Consultancy
Type
Full Time
Position
Team leader
Job Expiry
May 05, 2026
Salary
unspecified
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