ARCHIVED Agency / Consultancy Full Time Remote

Service Designer

Compass.uol

Map and structure user journeys, identifying pain points and opportunities for service improvement;
Develop and facilitate co-creation workshops with stakeholders and users, applying methodologies such as Design Thinking and Service Discovery;
Create and improve processes and service flows, ensuring efficient and user-centered experiences;
Conduct qualitative and quantitative research to support decisions and identify strategic insights;
Prototype and test solutions for validation with users and internal teams;
Collaborate with multidisciplinary teams, including UX/UI Designers, Product Owners, Developers and other areas involved;
Document and present improvement recommendations for the continuous evolution of services;
Ensure integration between the different service contact points, promoting consistency and usability;
Support the implementation of changes and monitor impact metrics to measure the effectiveness of the solutions developed.

Experience in analyzing the macro scenario of the segment, understanding consumer behavior and exploring market trends;
Experience in mapping the customer’s view of the business (CX), actively participating to understand processes from a business perspective;
Knowledge of Service Discovery, applying the framework to structure the service journey and touchpoints;
Experience in exploring internal business processes, identifying stakeholders involved and opportunities for improvement;
Experience in conducting qualitative and quantitative research to support strategic decisions;
Experience in facilitating workshops and co-creation dynamics using methodologies such as Design Thinking;
Knowledge in building detailed user journeys, considering pain points and optimization opportunities;
Experience in prototyping solutions and testing hypotheses with users and internal teams;
Knowledge of tools such as Figma for creating and validating interfaces and service flows;
Experience in applying UX and Operational Research principles to ensure usability and efficiency of services;
Differentiators: Design Thinking; Figma; User Journey; Operational Research; UX/Usability;
Availability of hybrid work, 2x a week – Neighborhood: Vila Guilherme – São Paulo/SP.