Service Designer

This time we are looking for a Service Designer.

Functions:

• Lead continuous improvement initiatives focused on customer experience, based on Voice of the Customer (VoC) feedback.
• Identify friction points in customer journeys and propose actionable improvements.
• Facilitate co-creation workshops with internal teams to align processes with customer expectations.
• Implement human-centered design methodologies to capture relevant insights.
• Collaborate with in-person, digital, and loyalty teams to implement real-time improvements.

Requirements:

• Previous experience in service design and/or customer experience.
• Knowledge of process mapping, VoC analysis, and journey mapping tools.
• Handling of design tools such as Miro, Figma or similar to create mockups.
• Excellent communication and multidisciplinary workshop facilitation skills.
• Experience working with teams under Agile methodology .
• Experience in defining, implementing, and optimizing processes. (Desirable)
• Knowledge of metrics such as NPS, SAT, and TNPS . (Desirable)
• Have participated in onboarding and pre-onboarding processes. (Desirable)