Service Designer

Service Designer plays a key role in understanding, organizing, and managing all elements of a service to help users achieve their goals throughout the journey. This role ensures end-to-end service excellence by considering processes and channels, delivering timely value, and aligning business objectives with user needs. The Service Designer defines challenges, identifies opportunities, creates strategies and concepts, and leads the development of services from inception to execution, collaborating closely with other design roles and cross-functional teams.

Define appropriate tools, methodologies, and channels for service and product design projects, establishing guidelines and detailed work plans with continuous follow-up.

Plan and conduct qualitative and quantitative user research, including trend analysis, benchmarks, surveys, user panels, and primary/secondary data analysis. Identify primary and secondary users and facilitate workshops with users, stakeholders, or C-suite executives.

Define project objectives and scope, develop strategies that meet both business and user needs, and support business teams in creating human-centered business models and data-driven decisions.

Ensure a user-centered design approach is embedded across all project phases. Evaluate solution proposals and demonstrate their contribution to business objectives from a design perspective.

Participate in ideation and co-design processes, collaborating with other areas to design touchpoints, products, and content across all channels in the user journey. Support prototyping and validation of service solutions.

Define, track, and report metrics to measure service efficiency and impact.

Collaborate across disciplines and teams to standardize and orchestrate experiences that achieve multiple business and user objectives simultaneously.

Proven expertise in service design tools and methodologies, including service blueprints, customer journeys, ecosystem maps, stakeholder maps, empathy maps, customer lifecycles, service safari, and business model canvas.

Solid experience in user research (qualitative and quantitative), including shadowing, in-depth interviews, surveys, and validation techniques.

Strong skills in risk analysis, strategic design thinking, and holistic design approaches that consider cultural, organizational, and change management impacts.

Ability to translate abstract concepts into actionable solutions using systemic and visual thinking.

Knowledge of business model design principles and techniques, creating synergies between business goals and customer experience.

Understanding of behavioral economics and its application to design decisions, considering cognitive and emotional factors in user decision-making.

Strong facilitation, collaboration, and communication skills, including working with executives and multidisciplinary teams.