Service Designer

Role Description

We are looking for a proactive and collaborative Service Designer, capable of uniting points of contact and coordinating multidisciplinary teams to develop comprehensive solutions that put the user at the center of everything. He or she must be able to orchestrate all separate points of contact (online/offline) into a seamless and enjoyable experience.

Responsibilities:

• Promote user experience research through different qualitative and quantitative research methodologies.
• Ensure the delivery of a consistent service across touchpoints that ensures a quality consumer experience.
• Propose and lead workshops with stakeholders and/or internal and/or end users to map problems, find solutions, prototype and/or test.
• Prototype concepts in storyboards or other tools to make ideas tangible.
• Evaluate initiatives/proposals/solutions/concepts/flows with internal and external clients to receive feedback on what is generated.
• Identify service monitoring metrics at different points of contact to be able to measure and propose improvements
• Conduct research to understand human behavior, from the real needs and motivations of the user through empathy, ethnographic interviews, etc.

Requirements:

Here are some of the requirements we expect for this role:

• 3-4 years of experience designing quality products and services that have impacted digital and non-digital endpoints, both front and back.
• Experience in recruiting, creating scripts for proof of concepts, facilitating sessions, reporting results and realigning based on findings.
• Experience working with cross-functional teams (roles such as backend, frontend, ux, ui, po, analysts, etc.).
• Experience working in all phases of projects from research to implementation.

Knowledge of the following methodologies, deliverables and tools:

• Design Thinking, Doble Diamante, Blue and Red Ocean, Lean Start Up, Forth Innovation Method, etc.
• Customer journey map / customer experience.
• Service maps (blueprints).
• Map of actors/stakeholders.
• Experience prototyping.
• Initiative prioritization matrix.
• Collaborative boards in Figma / Mural / Miro.
• Presentations in Figma
• Optimal Workshop/Maze/Hotjar.