Senior Service Designer

We are looking for a Senior Service Designer to work in the Customer Experience area at GOL. We are looking for someone with an analytical, structured, and strategic profile. Someone who enjoys organizing, transforming data into clear direction, and designing solutions that truly impact the customer journey, from digital to operations.

Here, you will map problems, structure journeys and flows, and connect data to practical decisions. The work is hybrid (twice a week in São Paulo) and involves visits to airports for real-world operational experience.

If you enjoy stepping outside of PowerPoint and seeing the experience unfold live, this position is for you.

Required Skills

• Experience with process and workflow mapping (BPMN).
• Experience in service design and methodologies such as Design Thinking and PDCA.
• Ability to structure problems in an analytical and measurable way.
• Clear communication and negotiation skills with different stakeholders.
• Critical vision with a focus on results and continuous improvement.

Desirable Skills

• Experience supporting or mentoring analysts.
• Experience in negotiating with leadership.
• Ability to transform insights into executive presentations.

Necessary Experiences

• Consistent performance in service design and process analysis.
• Experience in multidisciplinary squads and complex corporate environments.
• Connection between digital and operational journeys (e.g., boarding, self-accommodation).
• Participation in projects with a direct impact on customer experience.

Desirable Experiences

• Experience in aviation, tourism, or transportation.
• Participation in digital transformation initiatives with a high organizational impact.