Senior Service Designer

What is the daily life of an Ituber like in this area?

You will be an essential part of our Recovery team, bringing the attitude and experience of a Senior professional to help us identify and implement innovations that help indebted customers organize their finances and restore confidence in Itaú as their main bank.

Your responsibilities will include:

• Map Recovery product journeys across multiple channels, identifying pain points and opportunities for improvement, as well as defining and reviewing service value propositions.
• Deeply understand the customer through research conducted by our Research team.
• Participate and support strategic business discussions and definition of indicators, ensuring that the customer’s vision is always considered.
• Update and disseminate the customer journey, transforming it into the central repository of knowledge in the area.
• Propose and structure tests based on the identified pain points and opportunities, monitoring their implementation and impact on business indicators and customer satisfaction.
• Manage expectations of Product and Technology peers, defining deadlines and scopes of activities together, and positioning yourself as a reference in the choice of methods, processes and quality of deliveries.

What do you need to be good at?

• Experience with Service Design and/or Process Engineering, 
• Customer journey mapping.
• Service blueprint.
• Co-creation dynamics.
• Structuring research briefings.
• Structuring tests and measuring qualitative and quantitative impacts.
• Benchmark of direct competitors and analogous scenarios.
• Mastery of discovery and definition of value propositions.
• Experience with business strategy and indicators.
• Technology: Miro, Figma, Figjam