Senior Service Designer

Mission

The Service Designer is responsible for representing the voice of the Customer within the organization, deeply understanding customer needs, pain points and expectations, and transforming them into:

• Actionable banking and digital solutions
• Improved products, services, and in-app experiences
• Sustainable business development opportunities

This role combines deep customer understanding with creative problem-solving to design innovative banking services, digital journeys and interactions that strengthen customer relationships.

Your day to day

• Conduct user research through interviews, workshops, surveys, and feedback analysis;
• Analyze customer journeys and identify pain points, gaps, and improvement opportunities;
• Translate customer insights into clear requirements for product, service, and business teams;
• Design and document customer journeys, service flows, and experience improvements;
• Create and test concepts, process improvements, and prototypes with real users;
• Collect, monitor, and analyze customer feedback, complaints, and satisfaction metrics;
• Prepare clear insights, reports, and recommendations for internal stakeholders;
• Act as the main “voice of the customer” in meetings and decision-making processes;
• Write and optimize customer-facing content, including interface texts, service messages, onboarding flows, emails, support materials, ensuring clarity, consistency and a customer-friendly tone of voice;
• Develop internal guidelines, documentation and training materials when needed;
• Work daily with UX, Product, Marketing, Sales and Operations teams on implementation;
• Track the impact of implemented changes and propose continuous improvements.

What you bring to the team

• Minimum 3 years of experience in service design/user research/presales/customer experience or related fields;
• Academic Degree in a relevant field (Marketing, Business, Sociology etc);
• Experience in project management and research methods to gather insights into user needs and behaviors;
• Strong understanding of design thinking and service design methodologies;
• A strong customer-first mindset and the ability to deeply understand user needs, motivations and pain points;
• The ability to translate complex customer and business requirements into clear journeys, processes and innovative experiences;
• Strong analytical skills with confidence in working with both qualitative and quantitative data;
• Excellent communications and storytelling skills, including the ability to present insights in a clear, convincing way to different stakeholders;
• Solid copywriting skills, with the ability to create simple, clear and engaging customer facing content;
• A collaborative working style and experience in cross-functional environments;
• A proactive, hands-on attitude, with the ability to take ownership and drive initiatives from research to implementation;
• Strong organizational skills and the ability to manage multiple projects in parallel;
• Attention to detail combined with a strong focus on delivering measurable business impact;