Senior Service Designer

Fail Fast Studio
As a Senior Service Designer you will be responsible for creating proficient end-to-end services or propositions, applying strategic thinking throughout the project. You will collaborate closely with cross-functional teams, including product managers, engineers, and other designers, to contribute to plan, design and facilitate workshops, then distil output and identify opportunities and next steps.
By partnering with cross-functional teams and stakeholders, you will be gaining and analysing customer’s pain points and identifying sweet spots for innovation.
You will be conducting user research to collect qual and quant data and creatively use it to develop innovative solutions.
You will be part of the Fail Fast team, a multidisciplinary digital studio with over 70 talented individuals who continuously enhance products, services and brands through design and communication. You will have access to a growth program based on Power-Up sessions and mentoring, with co-creation spaces and the possibility of training and certifying yourself in multiple specialties. And all of this, in offices based in Barcelona, just a stone’s throw from the beach. Sun, art, fun… ¡No less tempting!
Responsibilities:
- Lead User-Centric and Data-Driven Design. Excellent knowledge of user-centred methodologies and design processes and know how to make impactful decisions.
- Lead efforts in crafting a deep understanding of user journeys across various channels with planning, designing and facilitating workshops, distil output and identify opportunities and next steps, and direct the team.
- Mentorand provide guidance to junior and mid Service Designers, fostering a culture of continuous learning and improvement in areas such as designing end-to-end services and propositions with human-centred design practices.
- Conduct Comprehensive User Research. Conduct thorough user research, gaining and analysing customer’s pain points and identifying sweet spots for innovation.
- Create Effective Service Design Solutions. Produce and own quality designs (service maps, blueprints, user flows, prototypes, and supporting documentation).
- Enhance Cross-Platform Experience. Experienced in meeting the needs of customers across digital and physical channels throughout the end-to-end experience. Identify and validate user needs, behaviour and motivations to identify and design where highest value can be realised (Internal and external – Customer, Colleague, Markets, Customer Services etc).
- Facilitate Research Sessions. Proficient with the research process, able to organise, conduct, and collaborate on research sessions. Expert in analysing users, main needs and problem statements, and work with them in mind.
- Advocate for Costumer Voice. Representative of the customer voice do not lose sight of the users’ needs against business and stakeholders’ requirements.
- Stay Informed and Innovate. Stay abreast of the latest service design trends, tools and methodologies, helping the team to strategically approach work-streams and upskilling fellow members in best practices.
Key Experience:
- Bachelor’s degree in Service Design, Human-Centred Service Design, or related fields.
- Minimum 4+ years of digital service design experience, covering research, service design methods, create value propositions, produce high quality design (service maps, blueprints, user flows, prototypes), and supporting documentation.
- Strong portfolio showcasing service design expertise, that demonstrate a keen understanding of design of end-to-end services and propositions, human-centred design practices and facilitation and co-creation.
- Proficiency knowledge in tools and methodologies, helping the team to strategically approach work-streams and upskilling fellow members in best practices.
- Familiar with project management and collaboration software platforms
- Experienced in meeting the needs of customers across digital and physical channels throughout the end-to-end experience.
- Expert in analysing users, main needs and problem statements, and work with them in mind.
- Proficient with the research process, able to plan how to conduct and collaborate on research sessions.
- Excellent communication and collaboration skills for presenting and discussing user-centric decisions.
- Experience in Agile environments and collaborating with diverse teams.
- Focus on both front-of-stage (customer-facing) experience and back-of stage considerations encompassing logistics, operations and technical including actors, processes, comms, requirements, dependencies and restraints and establishing all business requirements (including OKRs) mapped closely to user insight
- Pro-actively identify and take on problems worth solving.
- Confident in presenting your work to the team, stakeholders and higher management and leading the way forward.
- Able to clearly articulate meaningful feedbacks on works produced by fellow colleagues.
- Be a design advocate and build a design and user-centred led culture.
- Advocate service design across the business to gather new potential work-streams and deliver value.
- Previous experience in Food & Beverage and Luxury Brand sectors is a plus.
- Fluency in English; knowledge of other European languages is advantageous.
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