Service Designer

What are we looking for?

We are seeking a professional who can design and evolve service strategies and value flows together with multidisciplinary teams, ensuring that the needs of clients, users, and collaborators are translated into consistent experiences across all touchpoints, both digital and non-digital.

Your main responsibilities would include:

• Conduct research processes to gain deep knowledge of external or internal clients.
• Analyze workflows, procedures, and service operations, and identify redundancies or duplicated efforts across different areas.
• Facilitate discussions between different areas to understand their policies and processes.
• Identify pain points and siloed work across the organization using tools such as Service Blueprint and Customer Journey Map.
• Design proposals to optimize services and operations, aiming to deliver a multichannel experience that considers all client touchpoints (digital and non-digital applications, back-office support flows, service protocols, etc.).
• Prototype and test service proposals with real users before implementation.
• Present and communicate results to work teams and stakeholders, generating actionable recommendations.
• Lead the execution of Service Design initiatives under your responsibility, coordinating and aligning work across different areas to achieve a holistic customer experience.
• Monitor experience and operational efficiency indicators after implementation.
• Coordinate with UX Designers to ensure the implementation of digital proposals.

What do we need from you?

• Graduates or degree holders from institutes or universities in Industrial Design, UX Design, Psychology, Anthropology, Sociology, Industrial Engineering, Business Engineering, Administration, Communication, Marketing, or related fields focused on research and user-centered design.
• Knowledge of Service Blueprint and Journey Maps.
• Knowledge of User Research methods.
• Knowledge of process improvement and optimization.
• Application of AI in research and service design (insight synthesis, proposal generation, assisted prototyping).
• Intermediate English (desired).
• Intermediate MS Office skills.
• Intermediate knowledge of Miro, Figma, or similar tools (desired).
• Minimum of 2 years of experience designing user-centered services and experiences.
• Experience participating in or leading research processes: in-depth interviews, focus groups, etc.
• Experience creating Service Blueprints and Customer Journey Maps using human-centered design methodologies.
• Experience with prototyping and validating services with real users.