Service Designer

The Opportunity

As part of EY Studio+, EY’s team focused on design, customer experience and marketing, our Service Design and UX/UI professionals work every day to create and improve meaningful service and digital product experiences.

We support organizations across different sectors in designing relevant, human-centered and impactful solutions, combining research, strategy, creativity and technology. As a Service Designer – Consultant, you will contribute to the design and improvement of customer and employee experiences, helping organizations better understand user needs and transform insights into innovative and sustainable services.

If you are passionate about human-centered design, enjoy uncovering user needs and are motivated to work on challenging projects within multidisciplinary teams, this opportunity is for you.

Your Key Responsibilities

• Apply Service Design and Design Thinking methodologies across multidisciplinary consulting projects.
• Conduct qualitative and quantitative research activities, including user interviews, focus groups, surveys, workshops, ethnographic research and market analysis.
• Analyze customer, user and business insights to identify opportunities for service innovation and improvement.
• Create and develop key Service Design deliverables, including personas, customer journeys, service blueprints, ecosystem maps, research reports, prototypes and presentations.
• Support the design and validation of service concepts through collaborative and iterative design processes.
• Facilitate workshops, co-creation sessions and stakeholder engagement activities with clients, users and project teams.
• Collaborate closely with multidisciplinary teams, including UX/UI Designers, Consultants, Strategists, Developers and Client Stakeholders.
• Monitor emerging trends, methodologies and best practices related to customer experience, service innovation and design.
• Contribute to the delivery of high-quality project outcomes while maintaining EY and EY Studio+ standards and methodologies.
• Actively contribute to fostering a culture of innovation, collaboration and continuous improvement.

Skills and Attributes for Success

• Strong passion for human-centered design and creating meaningful experiences.
• Empathetic mindset and ability to understand user and customer needs from multiple perspectives.
• Strong analytical and problem-solving capabilities.
• Ability to synthesize qualitative and quantitative data into actionable insights.
• Excellent communication and storytelling skills.
• Strong visual thinking and ability to create engaging and impactful deliverables.
• Collaborative mindset and ability to work effectively in multidisciplinary environments.
• Curiosity, adaptability and eagerness to learn new methodologies and approaches.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a dynamic consulting environment.

To Qualify for the Role, You Must Have

• Bachelor’s or Master’s degree in Design, Communication or a related field.
• 1 to 3 years of professional experience in Service Design, Customer Experience, User Research or a related discipline.
• Solid understanding of Service Design and Design Thinking principles and methodologies.
• Experience conducting qualitative research activities, including interviews, workshops, focus groups and ethnographic research.
• Experience conducting quantitative research activities, including survey design, NPS, VOC and data analysis.
• Ability to create Service Design deliverables such as personas, customer journeys, service blueprints and prototypes.
• Portfolio demonstrating relevant project work and design thinking deliverables.
• Fluency in Portuguese and English, both written and spoken.
• Strong presentation and facilitation skills, with confidence interacting with clients and stakeholders.
• Availability to work in a hybrid model in Lisbon or Porto.

Ideally, You’ll Also Have

• Experience working in consulting environments.
• Familiarity with customer experience (CX) methodologies and frameworks.
• Knowledge of UX Design and digital product development processes.
• Experience facilitating co-creation sessions and stakeholder workshops.
• Knowledge of innovation frameworks and service innovation methodologies.
• Experience using tools such as Miro, Figma, FigJam or similar collaboration platforms.
• Exposure to projects across different industries and sectors.