Service Designer

Job Objective:

Design, optimize, and implement key customer experience processes, integrating the Voice of the Customer (VOC), satisfaction metrics, and service design best practices. Ensure consistent, customer-centric experiences, with a special focus on stages such as pre-onboarding and onboarding, collaborating with different areas to translate needs into measurable solutions that drive loyalty and efficiency.

Responsibilities:

• Lead continuous improvement initiatives focused on customer experience, based on Voice of the Customer (VoC) feedback.
• Identify friction points in customer journeys and propose 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:

• Professional in Engineering, Administration, Communications or careers related to the responsibilities of the position.
• 3 years of experience in service design, customer experience, process design, or innovation (essential)
• Previous experience in research, process improvement and roadmap planning
• Ability to map service processes, VoC analysis, and journey mapping tools.
• Handling of design tools such as Miro, Figma, or similar to create mockups.
• Managing experience metrics and VOC analysis
• Experience working in teams with Agile Methodology.

Skills

• Systemic and strategic thinking.
• Ability to analyze and synthesize.
• High empathy and active listening.
• Facilitation of groups and workshops with multidisciplinary teams.
• Ability to align visions from multiple areas.
• Communication at all levels
• Customer orientation