Service Designer

Objective: As a Service Designer, you will be responsible for designing and transforming end-to-end customer experiences, connecting strategic vision, processes, and technology. You will work with business, process, and technology teams to identify improvement opportunities, design omnichannel solutions, and ensure a seamless, consistent, and human experience.

Your role will be key in Banco Santander’s transformation into a more agile, people-centered, and results-driven organization.

Main functions:

• Map and redesign strategic Customer Journeys and Service Blueprints, aligned with business and CX objectives
• Lead service transformation projects, from research to implementation.
• Facilitate co-creation and decision-making workshops with executive and multidisciplinary teams.
• Define and evolve the omnichannel service and care strategy (digital and in-person).
• Translate customer insights into scalable and measurable solutions (impact on NPS, CES, CSAT, SLAs, number of reprocesses).
• Coordinate integration with process, CX, technology, compliance, and data teams.
• Act as a service design leader, mentoring teams and strengthening the customer-centric culture.

Knowledge and skills

• E2E process design and service transformation.
• Team management and leadership
• Qualitative and quantitative research (User Research, data analysis).
• Service Blueprinting, Customer Journey Mapping, Design Thinking.
• Complex project management and agile methodologies (Agile, Scrum, Kanban).
• Change management, collaborative leadership and organizational influence.
• Executive communication and storytelling with high-level stakeholders.
• Knowledge of financial services or highly regulated sectors.
• Experience working in omnichannel and digital ecosystems.
• Experience leading and executing projects with multidisciplinary teams