Service Designer

As a UX Researcher and Service Designer you will:

• Lead and support UX and Service Design activities focused on internal banking tools that connect multiple systems and non-linear workflows;
• Understand and map current internal processes, user journeys, and pain points across different departments;
• Design and facilitate co-creation and discovery workshops with business areas, operations, and IT teams;
• Plan and conduct user research and usability testing to uncover opportunities for improvement;
• Translate research insights into service blueprints, journey maps, and design recommendations that drive actionable change;
• Collaborate closely with UX/UI designers, product owners, and developers to ensure design intent is carried through implementation;
• Support the definition of requirements and success metrics for internal tools, focusing on usability, efficiency, and employee experience;
• Communicate findings and design rationales clearly to stakeholders through presentations, reports, and visual storytelling;
• Help promote a user-centered culture within the bank’s internal systems ecosystem;
• Stay up to date on UX, Service Design, and digital transformation practices relevant to large organizations.

Hard skills

• Proven experience in UX Research and/or Service Design (3–5 years);
• Solid understanding of qualitative and quantitative research methodologies (interviews, surveys, usability tests, desk research);
• Experience with mapping tools such as user journeys, service blueprints, and ecosystems.
• Familiarity with design tools like Figma, Miro, or FigJam;
• Ability to connect research insights to business and operational outcomes;
• Comfortable documenting and structuring findings to support cross-team alignment;
• Experience with internal or B2B systems is a plus (e.g., enterprise workflows, banking tools).

Soft skills

• Strong analytical and critical thinking to untangle complex processes;
• Excellent communication and storytelling skills to make research actionable;
• Ability to collaborate and align with multidisciplinary teams and stakeholders;
• Empathy and curiosity for understanding users within corporate and operational contexts;
• Autonomy, organization, and ability to manage priorities across concurrent workstreams;
• A mindset of continuous learning and proactive improvement.