Service Designer

🔎 What are we looking for?

We’re seeking a professional who can design and evolve service strategies and value flows alongside multidisciplinary teams. This person will ensure that the needs of customers, users, and employees are translated into consistent experiences across all touchpoints — both digital and non-digital.

📌 Key Responsibilities

• Conduct research processes to gain deep insights into external and internal customers.
• Analyze workflows, procedures, and service operations, identifying redundancies and duplicated efforts across different areas.
• Facilitate discussions between departments to understand their policies and processes.
• Identify pain points and siloed work across the organization using tools such as Service Blueprints and Customer Journey Maps.
• Design proposals to optimize services and operations, aiming for a multichannel experience that covers all customer touchpoints (digital and non-digital apps, back-office flows, service protocols, etc.).
• Prototype and test service proposals with real users before implementation.
• Present and communicate results to teams and stakeholders, generating actionable recommendations.
• Lead the execution of Service Design initiatives, coordinating and aligning work across departments to achieve a holistic customer experience.
• Monitor experience and operational efficiency indicators after implementation.
• Coordinate with UX Designers to ensure proper implementation of digital proposals.

🎓 What we need from you

• Degree holders or graduates from institutes/universities in Industrial Design, UX Design, Psychology, Anthropology, Sociology, Industrial Engineering, Business Engineering, Administration, Communication, Marketing, or related fields focused on research and user-centered design.
• Knowledge of Service Blueprints and Journey Maps.
• Familiarity with user research methods.
• Experience in process improvement and optimization.
• Application of AI in service research and design (insight synthesis, proposal generation, assisted prototyping).
• English: Intermediate (preferred).
• MS Office: Intermediate.
• Knowledge of Miro, Figma, or similar tools: Intermediate (preferred).
• Minimum of 2 years designing user-centered services and experiences.
• Experience conducting or leading research processes (in-depth interviews, focus groups, etc.).
• Experience creating Service Blueprints and Customer Journey Maps using human-centered design methodologies.
• Experience prototyping and validating services with real users.