Service Designer

Full Time

Liberty Latin America

Reporting to the Service Design Manager, this position will be responsible for develop the CX strategy by designing end-to-end journeys of a digital service, generating the business understanding of our current CX, develop a data driven strategy, and leverage customer-centered strategies to delight our customers at each step of the conversion journey to transform the digital customer journey across all operations.

  • Map the current customer journey across all
  • Develop and document a profound understanding of the similarities and differences of each operations journeys.
  • Size business opportunities detected in every part of the customer
  • Provide clear customer journey strategic data-driven direction to the Digital
  • Deliver insight-based clear guidelines to design the future state digital customer journeys for all LLA operations.
  • Develop best practices analysis, competitor benchmarks and CX maturity models within the organization.
  • Interact with digital and business teams to gather data and align
  • Analyze market trends, internal data, customer feedback, competition, current offering, business health, and strategic priorities.
  • Work with a service design process and methodology: Research, Ideation and Prototyping. Working closely with UX/UI design, UX Research, CRO, Technology, Product Owners and local teams from the journey conception, design, and development phases.
  • Execute customer insight research, including primary and secondary research, and propose adhoc methodology to develop CX Mapping workshops.
  • Identify pain points and opportunities across the customer journey.
  • Ensure business objectives are in place around any iteration of the customer journey.
  • Design digital end-to-end customer journeys for products and services in an Agile environment, using available resources to prototype services and validate ideas.
  • Create service blueprints of the future state Digital Customer Journey
  • Planning and execute CX workshops trough the region, as well as remotely.

Knowledge & ExperiencePreferred education/ qualifications:Graduate-level (Bachelors or higher) degree in Design, Business, Economics, Marketing or other related field.+5 years of experience working with CX, Research, Service Design or related.Specific Knowledge & Experience

  • Strong written and verbal communication skills in English and Spanish
  • Customer empathy to translate user feedback into actions and impacts
  • A balanced focus on business results with consumer desirability to drive teams toward creative and innovative solutions
  • Ability to work with an approach of Design Thinking, Design Driven and Customer Centric
  • Leadership to motivate teammates to build amazing customer
  • Sound business judgment, with strong analytical thinking skills and ability to influence others.
  • Knowledge of leveraging data to build business cases
  • Deep knowledge and experience of service industries organizations
  • Experience and ability to drive change through influence
  • Ability to form strong business relationships across all functions
  • Strong Grasp of Digital ways of working and the Digitalization Opportunities
  • Timeliness in all actions with quality consciousness towards services received and provided
  • Effectively gathers information, structures clear reasons for decisions and leads debate where required
  • Works collaboratively with stakeholders and team members to deliver the best results for the customer and to remove barriers of execution
  • Demonstrates strong ability to work under pressure with multiple competing priorities.
  • Demonstrates the importance of data driven analysis and the ability to articulate in a meaningful way for the team

Skills & Abilities

  • Innovates with a customer focus
    • Surprises and delights stakeholders with customers centric analysis and innovates bases on business and customer needs
  • Planning and executes collaborative workshops
    • Capable to design innovation processes using experience criteria to decide from a wide range of alternatives witch methods are the appropriate for every
  • Entrepreneurial Drive for Results
    • Tenacious and relentless in their drive for results. Striving to achieve simplicity for his stakeholders
  • Lives One Company
    • Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees and shareholders
  • Industry Specific
    • Multi-industry knowledge with ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach. Knowledge of telecommunications, ISP & Broadcast industry is a
  • Resilient Approach
    • Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency

Required Critical Competencies And BehaviorsBusiness Focus

  • Accountable for the delivery of sound business


  • Accountable for managing key Stakeholder expectations and communications


  • Accountable for ensuring that key business relationships are identified, developed, and regularly maintained proactively to support business performance and communications
  • Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point


  • Accountable for ensuring their own performance and habitually reviews working practices and performance with a view to improving processes, procedures, and general levels of service, ultimately engendering a “continuous improvement” culture resulting in enhanced customer experience
  • Ensure the production, measurement, and achievement of meaningful key performance indicators to drive performance across their squad


  • Accountable for ensuring that the required Status reporting is provided to the timetable and timescales required


  • Displays Energy and passion to achieve and exceed stretching objectives often delivering within tight timescales
  • Displays a highly collaborative and constructive approach to solving problems cross functionality
  • Displays Strong relationship building, collaboration and influencing skills
  • Displays High personal integrity and strong leadership qualities
  • Displays Flexibility in approach to work and able to perform under pressure
  • Able to dynamically respond to both strategic and tactical operational management requirements
  • Commercial awareness of the external environment and the ability to “think outside the box”
  • Displays high levels of self-awareness and emotional intelligence in all situations
Full Time
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Job Details

Date Posted
Full Time
Mid level
Job Expiry
July 09, 2023
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More jobs at Liberty Latin America

Service Designer

Liberty Latin America

job location
Panamá, Provincia de Panamá

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