Service Designer

Are you a Senior Service Designer? We’re looking for you!!

VASS is a global digital transformation company with 4,900 experts across 26 countries, driving innovation by combining talent, knowledge, and technology. It fosters a positive environment, values proactivity, and seeks to make the complex simple, with a transformative, creative, and vibrant spirit.

We are looking for a Senior Service Designer whose main challenge will be to transform research findings into actionable technical and operational requirements, ensuring that the service architecture design can be implemented by product teams. In addition, you will lead the research and service design process aimed at developing evidence-based solutions that address real user and business needs.

🚀 What you’ll do day-to-day:

• Lead the end-to-end research cycle (Discovery, Ethnography, and User Testing) to validate hypotheses and identify business opportunities with a proactive approach.
• Design and articulate the service ecosystem using Service Blueprints and Journey Maps, connecting internal processes with customer touchpoints.
• Turn insights and data analysis (Power BI) into prioritized requirements and actionable backlog, aligned with experience KPIs and business objectives.
• Facilitate co-creation sessions with Product and Technology teams to ensure technical and operational feasibility of proposed designs.
• Establish and monitor key experience indicators (NPS, CSAT, CES), correlating them with business metrics to measure the impact of design solutions.

🔑 What we’re looking for:

• University or technical degree in Psychology, Anthropology, Business Administration, or related fields, with specialization in Strategic Design or Research.
• 5+ years of experience leading Research and Service Design processes.
• Expertise in end-to-end Research Design: instrument design, recruitment, and execution of qualitative (ethnography, contextual observation, in-depth interviews) and quantitative methods.
• Advanced knowledge of Service Design methodologies (Blueprints, Customer Journey Mapping, Service Ecosystems).
• Analytical ability to correlate qualitative insights with business KPIs (NPS, CSAT, CES) and data management for decision-making (Data Analysis).
• Experience in hypothesis validation and experimentation (A/B testing, low/high-fidelity prototyping, usability testing).
• Application of Generative AI and AI tools for synthesizing findings, analyzing behavioral patterns, and automating research reports.
• Proficiency with tools such as Figma, Smartlook, Power BI, Hotjar (dashboard analysis), User Testing tools (Maze or similar), Jira, and AI tools.
• Experience applying Human-Centered Design methodologies in designing or redesigning products, services, and experiences tailored to specific targets, market trends, and business needs.
• Experience in projects leveraging data within the business model, with the ability to understand business dynamics.
• Experience in storytelling.
• Desired knowledge: UX Design, UX Research, Design Research, Adobe Creative Suite (Illustrator, Photoshop), Marvel, Maze, InVision, Overflow, Office Suite, ethnographic design, and Anthropology for design.