Service Designer (H/F)

Who we are?

At Cofidis, improving and simplifying people’s lives is the most important thing. This is our day-to-day challenge: to be together for the passion of providing our employees, customers and partners with an incredible experience. Currently, business sustainability and resilience are 2 key themes, and in this sense, excellent management of our knowledge is a structural pillar for Cofidis and impacts critical topics such as customer experience, operational efficiency or talent management. .

Being a Service Designer at Cofidis Portugal means being an agent of change, responsible for leading human centered initiatives and ensuring that products and services are designed and developed according to the needs and expectations of those they are intended for, be they customers, partners or employees. Its mission is to co-create the future of a truly simple, useful and socially impactful financial partner, through the creation of informative and accessible blueprints, making opportunities for improvement and innovation visible and actionable. You will be part of the Design team, in the Innovation and Value Creation Department.

The Mission we propose

Research and facilitation

• Lead multiple initiatives and different types of research
• Facilitate moments of analysis and ideation together
• Document the entire process and align with the design team to maintain the same standardization and consolidation of findings
• Develop and implement strategies, applying design thinking and co-creation methodology

End-to-end journey mapping and blueprints

• Document and centralize a systemic vision of the company, based on the customer-partner-employee experience
• Conduct detailed analyzes on customer journeys, identifying touchpoints, experiences and optimization opportunities (customer journeys, service blueprints and others)
• Collaborate with different areas of the company to understand customer needs and expectations at each stage of the journey
• Strategic vision of the business, products and services, mapping the end-to-end experience, focusing on the customer-partner-employee experience

Cross-functional collaboration

• Accelerate problem resolution and increase effectiveness across areas by facilitating workshops
• Work closely with product, technology, marketing, customer service and other teams to ensure effective integration of experience across the organization
• Identify transformation opportunities in processes and services
• Be an active advocate for customers’ needs and interests, ensuring their voices are heard and visible at all stages of the solution design and development process
• Contribute to innovation projects

What we are looking for

• Higher education in Design, Marketing, Management or an area related to Service Design
• Minimum 2 years experience in UX Research or Service Design
• Practical knowledge of design thinking methodologies
• Analytical and problem-solving skills
• Ability to document and share results
• Good communication and stakeholder mobilization skills
• I enjoy facilitating workshops and agile collaboration