Senior Service Designer

CTT’s Digital, New Channels and Innovation Department intends to reinforce the Digital Experience team, with a Senior Service Designer , to lead and support customer experience projects.

This new area will be dedicated to innovation and design of digital experiences, and its main objectives are to understand the factors that influence the effectiveness of design, as well as to design digital experiences with a focus on the user, as a strategic factor for the business. The Digital Experience Center of Excellence (CoE) aims to be an environment that allows you to integrate research, ergonomics, usability, business, processes and services.

In the role of Service Designer, we are looking for a professional with the ability to technically lead UX/UI designers, focused on creating a digital journey, focused on the customer experience and should be able to assume:

Main responsibilities:

• Help develop excellence in customer journeys, challenging and ensuring that journeys respond to customer expectations and best practices;
• Work together with internal teams and other stakeholders – in an agile way – to generate insights, methods and tools, as well as design digital solutions to continuously improve the user experience and update digital services/products;
• Plan qualitative research activities with customers and users in order to develop new relevant products/services, as well as improve current journeys;
• Facilitate brainstorming sessions to generate ideas, in addition to co-creation workshops with employees, customers and users;
• Analyze customer data, identify behavior patterns and needs and define customer journeys, proto-personas, personas and other customer profile definition methods;
• Support CTT in the development of products, services and functionalities (mostly digital) aimed at customer needs;
• Facilitate Inception and Design Thinking sessions (Design Sprint or Lean Inception), as well as others necessary for discovery and continuous improvement of products;
• Build product/service blueprints.

What we value:

• Bachelor’s or Master’s degree in the areas of: Management, Marketing, Digital, Service Design or similar;
• More than 5 years of experience in the Service Design area;
• Experience in digital, web or mobile environments;
• Problem-solving mindset;
• Pragmatism and results orientation;
• Ability to work in a team;
• I like technology, customer experience and digital marketing;
• Ease/experience of working with an agile approach, especially Kanban methodology;
• Experience with tools such as Teams, Miro, Figma, Adobe and other design tools;
• Experience in development environments based on the principles of agility;
• Experiences with interviews, benchmarking, surveys, shadowing, blueprint creation, design sprint or lean inception, workshops, usability testing, prototyping, as well as templates and frameworks.

Preference factors

• Experience in development environments based on the principles of agility;
• Experiences with interviews, benchmarking, surveys, shadowing, blueprint creation, design sprint or lean inception, workshops, usability testing, prototyping, as well as templates and frameworks.