Service Designer

What will your challenge be?

Design, enhance, and evolve people-centered services, ensuring they are useful, effective, desirable, viable for the business, and feasible for the organization. The Service Designer understands the needs of clients and users through research, evidence, data, and insights, and translates that knowledge into opportunities, solutions, and comprehensive experiences that generate value for people and the company.

Its mission is to orchestrate the end-to-end service experience, connecting what the customer perceives with the internal processes, capabilities, teams, and decisions that make that experience possible, contributing to continuous improvement, innovation, and transformation of services.

What will you do in your role?

• Investigate the needs, behaviors, expectations, and frictions of customers, users, and internal stakeholders.

• Analyze qualitative and quantitative information from research, data, business, channels, operations, and customer feedback.

• Build journeys, service blueprints, ecosystems, processes, and experience touchpoints.

• Identify pain points, unmet needs, and opportunities for innovation or continuous improvement.

• Translate user, customer, and business insights into actionable design opportunities.

• Design value propositions, service concepts, flows, interactions, processes, and comprehensive experiences.

• Connect the visible customer experience with the internal processes, capabilities, systems, teams, and decisions that enable it.

• Facilitates co-creation sessions, workshops and alignment dynamics with multidisciplinary teams.

• Prototype solutions, experiences, processes, or service interactions at different levels of loyalty.

• Defines principles, guidelines, and design criteria for the service experience.

• Collaborates with product, UX, technology, channels, business, and operations teams during the design and implementation of solutions.

• Communicate findings, opportunities, proposals, and recommendations in a clear and actionable manner.

• It supports the evolution of existing services, identifying improvements in experience, processes, and service delivery.

What do we need from you?

• Professional in Industrial Engineering, Industrial Design, Letters and Human Sciences (Psychology, Anthropology, Sociology and related fields).
• Have a course, specialization and/or diploma in Service Design.
• Ideally, you will have a course, specialization and/or diploma in Research, Behavioral Design, Business Intelligence.
• Have a minimum of 2 years of experience in the role of Service Design or performing similar functions.
• Experience in designing experiences for digital products.
• Intermediate-level proficiency in qualitative data analysis tools is desirable (e.g., Condens or others).
• Intermediate level handling of Figma and Miro. 
• Intermediate level of English proficiency.