Senior Service Designer

We are leaders in digital solutions with 25 locations across 5 continents and a team of more than 4,500 people. We support large companies and public administrations in their end-to-end digital transformation process, developing and executing the most innovative and scalable projects from strategy to operation.

All this growth is based on talent and a passion for innovation and continuous improvement, always in our own way: simplifying the complex 🤘

Challenge :

• You will lead primary (Design Research) and secondary (benchmark, trends, etc.) research initiatives, working on assigned projects under the supervision of a Designer from the Strategic Design team, fostering a people-centered approach.
• You are expected to have strong experience designing and developing detailed and effective Journeys and Service Blueprints. You will be responsible for collaborating closely with diverse teams to understand user needs and translate them into innovative and practical solutions.

Tools & Knowledge:

• Essentials:  Miro, Excel, PowerPoint, Design Thinking, Design Research, Journey Map, Service Blueprint, User Persona/Archetypes, Ethnography Techniques, Research and Development Planning. Skills for working with uncertainty, teamwork, commitment, and feedback orientation.
• Desirable skills:  UX Designer, UX Researcher, Design Researcher, Adobe Creative Suite (Illustrator, Photoshop), Sketch, Figma, XD, Marvel, Maze, InVision, Overflow, and/or Office Automation. Ethnographic design, Anthropology for design.

Requirements

• Professional in the fields of Psychology, Communications, Administration, Marketing, Anthropology, Sociology and related fields
• Minimum 5 years of experience as a service designer
• Experience conducting research, ideally, experience in service design and validation with users
• Demonstrable experience in user experience design, with a focus on Journeys and Service Blueprints.
• Strong understanding of user-centered design principles and the ability to apply them effectively.
• Excellent communication skills and ability to collaborate with interdisciplinary teams.
• Experience using design tools such as Miro, Figma, Sketch, Adobe XD, etc.
• Ability to work independently and manage multiple projects simultaneously.
• Previous experience in creating digital experiences is a plus.
• Experience in digital product development and a love of technology are desirable.
• Essential experience applying Human-Centered Design methodologies in the design or redesign of products, services, and experiences tailored to specific targets, market trends, and business needs.
• Experience in end-to-end Service Design projects, with a special emphasis on the discovery and design stages.
• Experience in projects involving data management and leverage in the business model. Must have the ability and experience to understand the business.
• Knowledge of service design, UX research, design research and/or product design.
• Design and facilitation of workshops.
• Storyteller.

Main functions:

• Develop design resources and tools such as archetypes, customer journey maps, blueprints, service patterns, etc., mapping the holistic experience, identifying key touchpoints, and opportunities for improvement (Most importantly).
• Collaborate with multidisciplinary teams to understand user needs and objectives.
• Develop and maintain design standards and process documentation to ensure consistency and quality.
• Contribute to the user-centered design strategy, ensuring that proposed solutions align with business goals.
• Continually evaluate the effectiveness of proposed solutions and make adjustments as needed.
• Plan the strategy and execute user research processes on different needs using qualitative and ethnographic methodologies such as in-depth interviews, observation, etc.
• Desk research, benchmarking, and in-depth market or industry explorations using the internet and other sources (trend mapping, use cases, key players, and stakeholder interviews).
• Analyze data (pattern analysis), map case studies of the different research scenarios, and organize the researched information.
• Clearly define the target audience profile, exploration insights, design principles, and areas of opportunity, defining next steps.
• Identify opportunities and transform findings into actionable improvements, recommendations, and value propositions.
• Plan the strategy and execute the hypothesis validation and user-problem-solution fit processes through concept testing and experiments.
• Design and facilitate co-creation and innovation workshops with different stakeholders.
• Apply tools to model future scenarios and generate disruptive ideas using future thinking techniques and prospective design.