Service Designer

Santander Group is the leading bank that, through more than 160 years of reinvention, has become a borderless organization with a presence in more than 40 countries, 95 nationalities, and multicultural teams who share four languages. Our most important priorities are our customers, employees, shareholders, and society as a whole, as part of our mission to contribute to the progress of people and businesses, always acting in a Simple, Personal, and Fair manner.

Aim:

The service designer maps the customer journey and service blueprints from end to end to define the customer experience. He works with the organization’s back office to identify which processes and systems need improvement, serving as a facilitator and bridge between departments to deliver a frictionless experience to our customers.

Functions:

• Design strategic journeys
• Facilitate workshops with different areas of the organization
• Coordinate and lead solution definitions to achieve the best experience
• Co-define the omnichannel service strategy for digital and non-digital solutions

Skills and knowledge:

• E2E process design
• Qualitative research (User Research)
• Workshop facilitation
• Customer Journey y Service Blueprint Mapping
• Analysis of qualitative and quantitative data
• Journey Mapping (ability to capture and visualize services by connecting Frontstage and Backstage)
• Systems thinking
• Effective communication in management forums
• Negotiation skills at different stakeholder levels
• Agile project management (Agile, scrums)
• Collaboration with multidisciplinary teams